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Virtual Event Quality Control Specialist
PSAV
Coppell, TX, United States
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Position Overview
Support and Quality Control for Virtual Event Services’ products including, but not limited to livestreaming, recording, video conferencing, web conferencing, and audio conferencing. Coordinate hardware quality assurance, provide excellent and friendly support to end-users for any issues. Troubleshoot technical problems and perceive, analyze and problem solve effectively and efficiently. Repair non-functioning Multicasters computers and video conferencing hardware. Determine severity, impact and nature of issues with good judgment in problem escalation procedures and setting priorities. Reports to Manager Virtual Event Services.
Key Job Responsibilities Weight %
Quality Control/Repairs 50%
Maintain Multicasters and video conferencing hardware, re-image computers and provide quality checks on systems. Analyze and Repair units that are deemed un-operational, troubleshoot and fix systems that have issues. Disassemble computers and replace PCIe cards when needed, check computer hardware to prevent failures. Update system images when needed. Determine systems are in 100% working condition before deployed back into the field for use. Open trouble tickets with 3rd party vendors as necessary and arrange return merchandise authorizations (RMA’s). Track the status of units in for repair.
Real-time Event Support and Monitoring 20%
Remotely monitor events and configure units for streaming/recording. Establish show flows and cues for the event with customers and Project Managers prior to events. Provide technical support for presenters and attendees. Track hours spent on individual events.
Internal Customer Support 20%
Work with remote technicians to provide high-level training and support. Provide support to cross-departmental personnel groups (i.e. Network Services, IT Support, and Asset Management) and non-technical support assistance where necessary for internal conferencing systems and events.
External Customer Support 10%
Answer incoming Virtual Event Services Call Center calls/emails, log all communications and provide users with first level support and analysis. Establish and maintain a high problem resolution rate and escalate remaining calls to support groups as necessary.
Required Skills:
• Technical School Degree in computers, A/V or related technology or AA in computer sciences or electronic technology desirable or equivalent work experience
• Strong understanding of Computer hardware, livestreaming and audio/video conferencing technology
• Minimum 2+ years of technical support experience with emphasis on customer service, remote access and internet skills
• Strong understanding of Windows and MS Office
• Strong telephone and customer service skills
• Ability to multi-task and thrive in a constantly changing environment
• Ability to interact appropriately with high level management
• Ability to delegate work to peers in subordinate position
• Ability to learn new technologies easily and good analytical skills
• Attention to detail and ability to remain focused a must
• Must be able to determine urgency levels and take direction from higher technician levels
• Must be able to thrive within a team environment
• Must be able to work flexible hours
• Experience with encoding systems a plus