Tier II Video Support Representative
Job Summary
Providing technical support remotely, the full-time Tier II Video Support Representative will manage customer service requests, troubleshoot issues, and dispatch field service technicians specializing in satellite delivery systems for the hospitality and commercial industries.
Key responsibilities
- Answer high volumes of service requests from customers and field agents, ensuring timely resolution and dispatching technicians as needed
- 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 minimize downtime and ensure effective service delivery
Required qualifications
- High school diploma or equivalent with 2 years of experience in a technical service environment, or an Associate degree with 1 year of experience
- Intermediate knowledge of satellite television systems, antennas, and RF distribution
- Proficiency in navigating Windows Operating System and familiarity with CRM programs; experience with Salesforce is a plus
- Ability to work flexible hours, including weekends and holidays, as required
- Basic to intermediate understanding of remote support diagnostics and networking concepts
Complete Job Description
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