AV Service Desk Coordinator

AV Service Desk Coordinator (Framingham, MA)

Are you an experienced AV field technician with strong computer and customer service skills, in search of a new opportunity? Superior Communication Services (SCS) is hiring an AV Service Desk Coordinator to oversee the fulfillment of AV and low-voltage service requests in commercial environments across the U.S. The ideal candidate has experience with the installation and deployment of AV systems and is organized, self-sufficient, and personable.

Responsibilities and Duties

• Manage the intake, fulfillment, and close-out of AV and low-voltage service requests.
• Maintain customer service logging system, ensuring all data entry is accurate and complete.
• Accurately complete and manage data entry to document and track ticket fulfillment
• Escalate level 2 service calls to designated SME s
• Provide exceptional customer service and technical support to customers, technicians, and sub-contractors
• Prepare close-out documentation to assist in ticket invoicing
• Develop and QC reports to monitor service desk performance
• Assist in material shipping and receiving and inventory management
• Contribute to high-quality subcontractor network by identifying, tracking, and assessing service partners, and maintaining required documentation.
• Provide administrative support to office staff as needed

Qualifications and Skills

• Experience providing technical service ticket support.
• Experience with service desk procedures.
• Experience with AV and workplace technology installation and service.
• Experience with AV Troubleshooting is a plus.
• Exceptional communication, customer service and interpersonal skills
• Computer skills including proficiency with Microsoft Office, internet browsers, email, and smartphones.
• Ability to work independently and complete daily activities according to work schedule.

Experience

• Minimum of 2 years experience providing technical AV support.