Customer Service (AV Onsite Technical Support)
The Ci Group is a 100% Australian owned company which is ranked among the nation's five largest integrators, and number one for continued engagement. The Ci Group has been dedicated, for some decades, to enhance the human experience through blending and integrating technologies. The company has substantially broadened its capability from creating better meeting spaces, and simple application of audio-visual technology to include LED, digital display and video networks, hospitality tech, aged care tech, learning space tech, immersive experiences, smart lighting, and workplace wellness technology.
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This is an exciting opportunity to join our team in QLD as a Customer Service - AV Onsite Technical Support.
The successful candidate will ensure a premium and personal experience for both visitors and staff, and will provide audio‐visual (AV) support for meetings and events, provide AV training and education, and maintain AV equipment and related documentation.
Responsibilities
* Key Meeting and Event Management
* Setup, monitor, record and run the technical components of meeting sessions including Executive Leadership Teams
* Reside onsite clients premises and work as part of a cohesive team environment to become an extension of the Ci and Clients teams
* Respond to client support calls and emails in a prompt and timely manner
* Provide basic AV troubleshooting before escalation to the Ci Service Support Team
* Coordinate technical teams (internal and external) to respond to incidents
* Perform system testing and maintenance to minimise downtime
* Triage, break/fix support, clean and tidy AV equipment and associated work (predominantly AV equipment relating to meeting room spaces and laptop AV connection issues)
* Keep documentation current, including collaboration experience processes, process reviews, process improvements, end user feedback, and checklists
* Ensure guides and manuals reflect changes and updates made to systems during installation and support activity
* Provide awareness training program for onsite end users, as well as AV system training to company personnel as required/requested
* Qualify client‐side project scope, timelines, and requirements as per occasional requirements
Qualifications
* Experience with AV integration in a client-facing role
* Minimum 3 years' experience in video conferencing
* Good TCP/IP knowledge
* Skilled at writing and maintaining documentation
* Show leadership and a proactive willingness to troubleshoot and resolve issues immediately
* Be professional, well presented and able to work to deadlines
* Ability to work within a high-pressure environment
* Ability to communicate at all levels, with a genuine commitment to the highest levels of customer experience
* Willingness to work flexible hours around customer needs as required
If this sounds like a role that suits you, please apply now by uploading your resume.
Don't miss this excellent opportunity with all its benefits!
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