AV Service Coordinator – Toronto

  • Company:
    hitplay
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 hour ago
  • Category:
    Business

Job Description

An innovative systems design and integration company, focused on creating simple, reliable communication solutions for teamwork is looking for a Care Coordinator.

The role of the hitplay Care Coordinator is to be the primary contact for managing the service experience. Our clients are typically high-end corporate offices within Toronto's downtown core. Ideally, we are seeking someone with previous experience in an IT or AV service role that enjoys being part of a close-knit team.

Typical Duties and Responsibilities:

Provide a high level of technical customer service through effective and timely communication with clients.

Onboarding Support

  • Connect with new clients and/or existing clients at the conclusion of integration to introduce them to the hitplay Care
  • Coordinate the onboarding process to the Pivot AV Management platform
  • Coordinate with client to complete all Care support documentation and contract administration

Care Service

  • Primary contact for inbound service requests via email and phone
  • Perform level 1 troubleshooting to assist clients with solving simple issues on the spot
  • For issues that require level 2 or level 3 support, obtain sufficient information to efficiently escalate the service ticket
  • Engage internal or vendor resources as required to effectively handle client requirements
  • Process RMAs for the support team
  • Schedule on service calls through coordination of internal resources and client availability
  • Manage service ticket database, including initiation of the ticket, adding service notes, merging, separating and closing tickets
  • Participate in Care meetings providing insights on the open ticket backlog and escalating challenging tickets
  • Track time working on tickets and working within Connectwise
  • Monitor the Pivot dashboard and review all alerts for triaging and follow up
  • Follow up and obtain on client service satisfaction feedback ensuring positive client experiences and highlighting areas for improvement

Event Support Coordination

  • Respond to event support requests via phone and email
  • Schedule resources for event support and maintain the event calendar
  • Follow up with clients to collect feedback from events

Preventative Maintenance Coordination

  • Maintain the preventative maintenance calendar
  • Using the preventative maintenance process, schedule resources to execute
  • Follow up on the PMs to collect and share punch list items, managing them to closure

Ad Hoc Service Requests [None Care Contract Clients]

  • Provide clients with quotations for service work and follow up for sign off
  • Schedule on service calls through coordination of internal resources and client availability
  • Close out ad hoc service and provide summary of final ticket work for accurate invoicing

Capability Development

  • Take training as required to develop knowledge and skills as it relates to IT Service delivery
  • Maintain a strong understanding of the hitplay solution architectures and user experiences
  • Maintain product knowledge from key AV Vendors including, but not limited to, Crestron, Biamp and QSC and platforms: Cisco WebEx, Microsoft Teams, Zoom

hitplay is a young and diverse company, operating at the lead edge of user experience for communication technology in the workplace. If you are passionate about technology and user experience and are looking for an opportunity to learn and grow please apply.

Qualifications:

  • Post-secondary education
  • Excellent Computer skills, MS Office skills
  • Excellent written and phone communication skills are a requirement
  • Minimum 3 years of experience in a service department
  • Must have experience handling service tickets
  • Interpersonal savvy to develop business relationships with external (vendors) and internally
  • Experience working in an IT Service Desk or supporting AV within an Enterprise is an asset

You share hitplay’s Values:

  • Be User Centered
  • Work Smart
  • Be Accountable and Committed to Improvement
  • Be a great Team Player

What we offer you:

  • An opportunity to make a significant contribution to the company’s success
  • A team environment and supportive culture
  • A competitive wage commensurate with experience
  • On-site training and learning opportunities
  • Medical and dental benefits

Company Description

An innovative systems design and integration company, focused on creating simple, reliable communication solutions for teamwork.