Team Leads are subject matter experts in their field and provide coaching and guidance to their teams. As a hybrid role, they serve more Team Lead-oriented functions when the workload is lower, while shifting to a more direct support when the workload is higher. They collaborate with the Director of Professional Services to make sure that coaching and leadership requirements are met regardless of the workload. Responsibilities include the following:
* Ensure contract customers receive the highest level of quality in communication and troubleshooting support.
* Identify and execute opportunities to maintain and improve customer relationships.
* Maintain familiarity and troubleshooting skills within audiovisual and digital signage platforms, including the following systems:
o Omnivex Moxie and Ink
o Q-SYS Designer
o Microsoft Teams Rooms systems
o Zoom Rooms
* Resolve customer issues remotely via telephone and remote access tools, such as ConnectWise and Bomgar.
* Create, update, and assign issues in Jira Service Management, ensuring that all issues are resolved within established SLAs.
* Ensure customer expectations are being managed through effective communication via telephone and email.
* Coordinate with subject matter experts on cases that require escalation.
Teams expeience - administration
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.