Tier II Video Support Representative (Remote)

Allbridge-posted 7 months ago

Full-time • Entry Level

Remote • Brentwood, NC

Personal and Laundry Services

Resume

Match Score

Upload and Match ResumeTrack Jobs with Teal

Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the senior living and hospitality space. We elevate the connected experience for residents and guests. Allbridge currently serves more than 1 million lodging units across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge's combined engineering and support expertise with a vision of an innovative digital experience for residents and staff alike. We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you. Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance. Join us in transforming property technology into one seamless, connected experience!

Answer a high volume of telephone calls from customers and field service agents regarding service requests; key requests into customer service database, troubleshoot issue to resolution, dispatch field agent to resolve more complex issues, ensure prompt closure of all assigned service calls.
Dispatch field service or contract service representatives nationwide.
Provide first level technical support for customers and field service agents regarding installation, repair, maintenance, and integration of High Definition, Off-Air, OTT content and Pro:Idiom encryption satellite delivery systems.
Handle all service requests in a timely and cost-effective manner to include controlling labor, travel, and parts expenses.
Forward problems that require service visits to field service personnel (through dispatch), escalate more complex technical issues to Tier 3 and/or supervisor for assistance.
Use various web-based tools to gain remote access to on-site equipment, run diagnostics to identify faults and implement a timely and cost-effective resolution or initiate other corrective action.
Monitor remote dashboards for alert notifications and proactively work for timely resolution minimizing system down time.
Process parts orders, RMAs, warranty and non-warranty replacement for customers and service agents.
Maintain service department records, files, databases, and documents; follow department policies and procedures, apply industry Best Practices, participate in department meetings and training sessions, and perform additional administrative and clerical support to manager upon request.
Provide technical assistance, training and mentoring to Tier 1 staff, act as first point of escalation for Tier 1 cases.

High school diploma, certificate/diploma in electronic repair with 2 years of experience in a technical service environment or an Associate degree with 1 year of equivalent technical experience.
Intermediate knowledge of theory and practical application relating to satellite television, antennas and RF distribution.
Must have wired internet connection.
Intermediate computer skills with ability to efficiently navigate Windows Operating System and Windows based programs such as Excel, Word, and Outlook as well as other databases, web based and CRM programs.
Experience with Salesforce is a plus.
Excellent telephone, verbal and written business communications, conflict resolution and problem-solving skills.
Ability to work overtime, holidays and weekends as required, back fill other shifts as needed.
Basic to Intermediate understanding of the theory and application of remote support/diagnostics, establishing remote connections, configuration files, basic networking knowledge.
Ability to work with minimal or no supervision and handle multiple tasks in a fast-paced customer service environment while still maintaining focus and attention to detail.
Exhibit initiative, organization, and independent and analytical judgment in solving routine to complex technical problems.
Intermediate knowledge of theory and practical application relating to commercial head ends, Off Air broadcast, OTT content, standard and high-definition television systems, and Pro:Idiom encryption.
Ability to obtain and maintain required certifications including but not limited to SBCA SMATV, MDU, D2, DRE, COM200 specialties (certifications may change depending on industry standards, technology changes, department and/or company needs).
Availability to attend off-site training/certification as required.

Medical and Prescription options
Dental, Orthodontics and Vision Plans
Rich HSA company-funded options and Flexible Spending accounts
100% Company paid premiums for Short Term Disability
Life and Accidental Death and Dismemberment insurance Plan options
Supplemental Insurance Plan options
401(k) Profit-Sharing Retirement plan
Flexible Paid Time Off after 60 days of employment
Paid Holidays, per Employee Handbook

Track Jobs with Teal

Job Search Resources

•

Resume Builder

•

Resume Examples

•

Cover Letter Examples

Tier II Video Support Representative (Remote)

Job Search Resources

Tools

Career Hubs

Guides

Company