Video Conferencing Operator

Providence, RI
Contract


This position requires constant communication with customers. You will be required to troubleshoot issues and make recommendations to customers.

The responsibilities of this role will include but are not limited to:

Manages and conducts video conferences utilizing multiple video bridging platforms

Assists with customer inquiries, concerns and issues

Ensures timely resolution of conflicts

Provides the necessary follow-up on quality issues during live conferences

Maintains a customer-oriented manner and professional relationship with customers

Effectively documents customer issues

Appropriately follows escalation path to ensure customer issues and concerns are handled appropriately

Responds to customers inquiries and provides information concerning available services and features to the customer

Other duties as assigned

Organizational Relationships:

This position reports to the Service Desk Managers. The Service Desk Managers will provide day to day direction as well as conference procedures, guidelines, escalation support,day to day project guidance and prioritization of day to day activities.

Authority and Decision Making Capabilities:

This position will work with the Service Desk Managers to prioritize work load to meet the needs of the customer and business. This position will have the responsibility for ongoing support of video conferences.

This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

Key Responsibilities:

This position requires constant communication with customers. You will be required to troubleshoot issues and make recommendations to customers.

The responsibilities of this role will include but are not limited to:

Manages and conducts video conferences utilizing multiple video bridging platforms

Assists with customer inquiries, concerns and issues

Ensures timely resolution of conflicts

Provides the necessary follow-up on quality issues during live conferences

Maintains a customer-oriented manner and professional relationship with customers

Effectively documents customer issues

Appropriately follows escalation path to ensure customer issues and concerns are handled appropriately

Responds to customers inquiries and provides information concerning available services and features to the customer

Understand Yorktel products and service offerings

Other duties as assigned

Key Competencies

Excellent customer service skills

Interpersonal communication skills

Ability to work in a team environment

Industry specific knowledge

Adaptability & flexibility

Analysis & reasoning

Attention to detail

Customer focus

Decision making & judgment

Integrity

Planning & organizing

Problem solving

Relationship building

Results driven

Ability to work under pressure

Technical Responsibilities, Skills & Additional Qualifications:

Recommended technical knowledge of Polycom Systems, Tandberg/Cisco Systems and other audio and video technologies and business tools used to support conference operations

General AV knowledge and videoconferencing systems desired

Troubleshooting ability

Familiar with control systems such as Polycom, Crestron/AMX control systems

3-5 years’ experience managing Cisco and/or Polycom video endpoints

3+ years’ experience with Cisco and/or Polycom video infrastructure as it relates to;

o Video call build

o Video call launch

o Video call management, monitoring and troubleshooting

Technical Certifications (desired):

Certifications with Industry leaders such as Polycom, Cisco etc.

Certifications with AV Industry leaders desirable (Extron, AMX, Crestron, Biamp, etc)

Skills:

High levels of professionalism and integrity

Exceptional customer service skills

Exceptional written, verbal and interpersonal skills

Excellent troubleshooting skills

Standard IT skills required (MS Office applications)

May require occasional lifting (up to 25 lbs)

Requires extensive sitting, standing and walking

Domestic travel requiring multi-night stays within and at times outside the local work area

Valid driver’s license

Must be willing to accept background checks to be performed as required by current or future contracts

Must be willing to apply for security clearances, SSA Suitability, and other related clearances

This position has no leadership or supervisory responsibilities

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