- Provide and maintain elevated standards of client support by phone and via email including but not limited to:
- Remote troubleshooting by requesting and sourcing information from a client or client representative.
- Rebooting of client systems via multiple software platforms.
- Handle technical remote troubleshooting in the following areas:
- Audio & Video Distribution Concepts and Equipment
- HDMI Baluns
- HDMI Matrix Switches
- Fiber Baluns
- Video over Network Distribution Equipment
- IR, RS-232 and Network Control protocols
- Networking
- VPN Connections
- Port Forwarding
- Crestron Control Systems
- Savant Control Systems
- MAC OS
- Create and update service tickets and service upgrade tickets within project software.
- Coordinate with clients to accept payments for overdue or current service bills.
- Maintain and update client information.
- Initiate equipment repairs or replacements with vendors. Track progress and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.
- Review web resource tools to proactivity identify client needs based on historical data, previous service calls, and current alerts.
- Coordinate with internal stakeholders to schedule delivery and pickup of product for upgrades or service tickets.
- Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.
- Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.
- Confirm appointments with clients prior to dispatching.
- Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.
- Work alongside sales team to transfer applicable tickets to upgrade proposals.
- 3-5 years' experience working within a customer service base environment with high end clientele.
- High school diploma or equivalent required, bachelor's degree preferred.
- Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.
- Working knowledge of Creston, Savant, Lutron control systems.
- Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.
- Experience interacting with stakeholders at all levels; over communicator.
- Demonstrated ability to self-motivate and follow-through.
- Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
- Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
- Aptitude for working within multiple software platforms.
- Competitive salary based on experience
- Insurance benefits (Medical, Dental, Vision, FSA, Life, AD&D, LTD)
- 401(k) retirement plan
- Generous PTO policy
- Access to employee purchase opportunities
- Casual work environment & strong commitment to work/life balance
- Continuous training opportunities as well as attendance to industry conferences
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Service Coordinator: Home Automation - New York, United States - Electronic Environments
Description
Job Description
Job DescriptionSalary: 30-35/Hour DOEElectronic Environments is an industry leader in customized residential technology solutions. For over 35 years, our focus is to provide clients with simple-to-use solutions of the latest A/V and environmental controls. EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond. We pride ourselves having driven and collaborative teams: exceptional people delivering exceptional results Join our diverse group of highly talented individuals who contribute to Electronic Environment's fast paced, casual, and supportive work environment.
We are currently looking for a Service Coordinator to work in our New York City office. Residential A/V experience is preferred.
Responsibilities and Duties
Job Qualifications
Our company benefits include:
Service Coordinator: Home Automation professionals in New York City
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