Working Days: Monday to Friday
Shift Times: 2pm - 11pm IST (8.30am - 5.30pm UK time)
As a Technical Service Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You'll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements.
When necessary, you will escalate complex technical matters to the appropriate internal or external resources, ensuring timely and effective resolution. Your role will be critical in delivering exceptional customer support and maintaining high service standards.
Day-To-Day Responsibilities
- Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs. This will include dispatching field technicians, and processing parts requests where needed.
- Follow-Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
- Vendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensure accurate pricing, compatibility and lead times where applicable.
- Troubleshooting: Coordinate solutions by identifying and troubleshooting issues.
- Collaboration: Work with internal teams, including escalation groups, to resolve customer challenges and ensure satisfaction.
- Escalation Handling: Highlight complex technical issues to appropriate internal or external resources for advanced troubleshooting and resolution.
- Monitoring & Proactive Support: Utilize monitoring tools like AVI-SPL's Symphony to proactively identify and address customer environment issues.
- Training & Development Participate in ongoing training programs to stay up to date on AVI-SPL products, services, and emerging AV technologies.
