Customer Service and Support Representative - II

Avidex Industries LLC•Fremont, CA

3d•Onsite

About The Position

The Customer Service and Support Representative - II is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices. Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting-edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity. In our continuous journey of expansion, we are actively seeking an exceptionally skilled Customer Service and Support Representative - II to play a pivotal role within our Service team. This critical position is perfect for individuals who are well-organized, personable, responsible, adept at multitasking, detail-oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.

Requirements

High School Diploma or GED
2+ years in a Help Desk support position or a similar job role
Good computer skills including proficiency using Microsoft Office and a PDF editor are required
Customer relationship management (CRM) and service ticketing software experience preferred
Must possess good customer service, problem-solving, and time-management skills, and be able to prioritize and organize workloads for effective implementation
Must be able to work successfully in a fast-paced and multitasking environment
Must have good verbal, written, and listening communication skills
Must be able to effectively oversee stressful situations in a calm and professional manner
This position is designated as on-site. Reasonable accommodations will be provided as required by law.

Nice To Haves

Associate degree is preferred
An AVIXA CTS certification is preferred

Responsibilities

Represent our company values while providing our customers with Help Desk support
Provide Help Desk support per department process workflow and management
Provide case management including opening, notating, tracking, updating, and reporting on service tickets and work orders
Assure parts and equipment repairs are processed accurately and in a timely manner
Coordinate with vendors for orders, repairs, RMAs, and return status
Facilitate subcontractor estimates, quotes, purchase order requests, and invoice processing
Review and submit sub-contractor invoices to management for approval
Process equipment returns and assist with advanced replacements
Escalate all unresolved repair problems to management