Tier II Video Support Representative

Job Summary

Providing technical support remotely, the full-time Tier II Video Support Representative will manage service requests, troubleshoot issues, and coordinate with field service technicians for television services in the hospitality and commercial industries.

Key responsibilities

• Answer a high volume of service requests from customers and field agents, troubleshooting issues and dispatching field service as necessary
• Provide first-level technical support for installation, repair, and maintenance of satellite delivery systems and related technologies
• Utilize web-based tools for remote diagnostics and monitor systems to ensure timely resolution of technical issues

Required qualifications

• High school diploma or equivalent with 2 years of technical service experience, or an Associate degree with 1 year of relevant experience
• Intermediate knowledge of satellite television systems, antennas, and RF distribution
• Must have a wired internet connection with a minimum of 50 Mbps at home
• Intermediate computer skills, including proficiency in Windows OS and familiarity with CRM programs like Salesforce
• Basic understanding of local networking and subnets is preferred