AV&UC Technical Support Engineer
Dutco Tennant LLC
Dubai
11.2022 - Current
- Expertise in UC & AV systems performance
- (Exp, Onelan/Reserva, Jabra, Screenbeam, Nureva, Aver, Key Digital, Powersoft, Biamp, Optimal Audio etc.)
- Installation and Configuration of AV and UC systems.
- Technical Troubleshooting: Identify, diagnose, and resolve technical issues related to unified communications and audio/video products.
- This could involve analyzing hardware, software, network, and configuration problems to provide effective solutions.
- Customer Support: Interact with customers to understand and assess their technical issues, provide guidance, and resolve problems efficiently
- Maintain a customer-centric approach and ensure a positive customer experience.
- Remote Assistance: Provide remote technical support to customers via phone, email, chat, or remote desktop tools
- Guide users through step-by-step troubleshooting processes to address their concerns
- Provide technical guidance to UC and AV systems and ensure the best products are proposed which will fully comply with the specification
- Documentation: Create and update technical documentation, user guides, troubleshooting guides, and knowledge base articles to assist both customers and internal teams in resolving common issues
- Escalation Management: Determine when issues need to be escalated to higher-level support or development teams
- Collaborate effectively with other support tiers to ensure timely resolution
- Testing and QA: Assist in testing new product releases, updates, and patches to identify potential issues or bugs
- Provide feedback to the development team to enhance product quality
- Training and product demonstration: Conduct training sessions/product demonstration for customers, partners, and internal teams to educate them about product features, best practices, and configuration and troubleshooting techniques
- Remote Monitoring and Maintenance: Proactively monitor customers' UC and AV systems to identify potential problems before they become critical.
- Collaboration: Work closely with cross-functional teams, including developers, engineers, and product managers, to communicate customer feedback, report bugs, and contribute to product improvement.
- Feedback Loop: Gather customer feedback and insights from support interactions.
- Share this feedback with relevant teams to influence product development, improvements, and updates.
- Time Management: Efficiently manage and prioritize multiple support cases to meet response and resolution time targets
- Customer Satisfaction: Strive to achieve high customer satisfaction by providing accurate, timely, and effective technical support that addresses customers' needs and concerns.
- Ensuring that customers can effectively utilize unified communications and audio/video products, resolving any technical challenges they encounter, and contributing to the overall success of the product and the customer's experience.
