Avidex
Customer Service and Support Representative - II
Avidex, Fremont, California, us, 94537
Who we Are:
Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting-edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity.In our continuous journey of expansion, we are actively seeking an exceptionally skilled
Customer Service and Support Representative-II
to play a pivotal role within our Service team. This critical position is perfect for individuals who are well-organized, personable, responsible, adept at multitasking, detail-oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.What we Offer:
Competitive compensation planFull medical, dental and vision benefits401(k) with employer match9 paid holidays and 1 Floating Holiday8 hours to volunteer on your favorite causeCollaborative work environmentTuition reimbursementCareer and personal development opportunitiesPosition Overview :
The
Customer Service and Support Representative - II
is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.Requirements :
High School Diploma or GED
Associate degree is preferred
2+ years in a Help Desk support position or a similar job roleAn AVIXA CTS certification is preferredGood computer skills including proficiency using Microsoft Office and a PDF editor are requiredCustomer relationship management (CRM) and service ticketing software experience preferredMust possess good customer service, problem-solving, and time-management skills, and be able to prioritize and organize workloads for effective implementationMust be able to work successfully in a fast-paced and multitasking environmentMust have good verbal, written, and listening communication skillsMust be able to effectively oversee stressful situations in a calm and professional mannerResponsibilities
Represent our company values while providing our customers with Help Desk supportProvide Help Desk support per department process workflow and managementProvide case management including opening, notating, tracking, updating, and reporting on service tickets and work ordersAssure parts and equipment repairs are processed accurately and in a timely mannerCoordinate with vendors for orders, repairs, RMAs, and return statusFacilitate subcontractor estimates, quotes, purchase order requests, and invoice processingReview and submit sub-contractor invoices to management for approvalProcess equipment returns and assist with advanced replacementsEscalate all unresolved repair problems to managementIf you have experience working as a Customer Support Specialist with strong background in help desk support, communication, and ability to manage variety of service tickets, and work orders, we need your skills. Apply today!Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination and harassment, and where all employees are treated with respect and dignity. We value diversity and believe it contributes to our success as an organization.
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Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting-edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity.In our continuous journey of expansion, we are actively seeking an exceptionally skilled
Customer Service and Support Representative-II
to play a pivotal role within our Service team. This critical position is perfect for individuals who are well-organized, personable, responsible, adept at multitasking, detail-oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.What we Offer:
Competitive compensation planFull medical, dental and vision benefits401(k) with employer match9 paid holidays and 1 Floating Holiday8 hours to volunteer on your favorite causeCollaborative work environmentTuition reimbursementCareer and personal development opportunitiesPosition Overview :
The
Customer Service and Support Representative - II
is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.Requirements :
High School Diploma or GED
Associate degree is preferred
2+ years in a Help Desk support position or a similar job roleAn AVIXA CTS certification is preferredGood computer skills including proficiency using Microsoft Office and a PDF editor are requiredCustomer relationship management (CRM) and service ticketing software experience preferredMust possess good customer service, problem-solving, and time-management skills, and be able to prioritize and organize workloads for effective implementationMust be able to work successfully in a fast-paced and multitasking environmentMust have good verbal, written, and listening communication skillsMust be able to effectively oversee stressful situations in a calm and professional mannerResponsibilities
Represent our company values while providing our customers with Help Desk supportProvide Help Desk support per department process workflow and managementProvide case management including opening, notating, tracking, updating, and reporting on service tickets and work ordersAssure parts and equipment repairs are processed accurately and in a timely mannerCoordinate with vendors for orders, repairs, RMAs, and return statusFacilitate subcontractor estimates, quotes, purchase order requests, and invoice processingReview and submit sub-contractor invoices to management for approvalProcess equipment returns and assist with advanced replacementsEscalate all unresolved repair problems to managementIf you have experience working as a Customer Support Specialist with strong background in help desk support, communication, and ability to manage variety of service tickets, and work orders, we need your skills. Apply today!Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination and harassment, and where all employees are treated with respect and dignity. We value diversity and believe it contributes to our success as an organization.
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