This job has ended. Find similar jobs.

Conference Operator

Posted 28 January by Purple Placements Ended

Job Description Position Summary:
The Conference Operator primary responsibility is to provide a high level of customer service and support to Managed Services customers internally and externally.
Conference Operators provide management of video conferences, meet and greet and live assist services.
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.
The Service Desk Managers report to the Global Operation Manager provides information and direction on organizational strategy, policies and procedures, new products and services, escalations support and career development.
Authority and Decision Making Capabilities:

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 enquiries, concerns and issues
Ensures timely resolution of any problems
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 in Portal
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
Understanding of the company product and service offerings
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.
The Service Desk Managers report to the Global Operation Manager provides information and direction on organizational strategy, policies and procedures, new products and services, escalations support and career development.

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 enquiries, concerns and issues
Ensures timely resolution of any problems
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 in Portal
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
Understanding of the company product and service offerings
Other duties as assigned

Key Competencies
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
Conversational awareness
Understand of customer specific procedures (SOP's - Standard Operational Procedures)

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 skills
Understand of control systems such as Polycom, Crestron/AMX control systems

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
Preference (but not mandatory) bi-lingual skills on the following languages:
French
Portuguese
Spanish
This position has no leadership or supervisory responsibilities

Required skills

  • audio visual
  • helpdesk
  • customer service
  • av

Reference: 34338472

Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job