About this role

Provide a high level of customer service and support to internal and external customers
Create customer incident tickets and troubleshoot issues
Provide remote support for Managed Services Meet & Greets and Live Events
Protect all internal and external confidential information
Regularly communicate answers to complex questions and respond to inquiries about technical issues
Maintain records of technical support requests
Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
Ensure all assigned trouble tickets are resolved to customer satisfaction
Interact with partners and vendors to determine and resolve customer issues
Participate in root-cause analysis
Maintain the Tech Ops Knowledge Database
Arrange for dispatch of personnel and ship appropriate hardware
Upgrade or downgrade software to ensure functionality

TechOps Representative

Key skills