Customer Service Agent/Helpdesk Agent - Office Based in Egham

About The Role

Role Overview:

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Customer Service Agent/Helpdesk Agent to be a key part of our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts. Due to the nature of the Support Services business many of these areas are subject to SLA's, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are the primary objective of the role. This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities:

• Single point of contact to meet the communication needs of key international customers.
• Management and ownership of cases throughout their lifecycle and through to completion.
• Case diagnosis and first line qualification of issues before call out.
• Ensure cases are restored for service within SLA.
• Central point of contact between international customers and proAV suppliers.
• Booking of engineering resource / Logistics / Travel / Critical spares etc.
• Raising of accurate escalations in a timely manner.
• Booking of preventative maintenance visits.
• Engagement with other proAV departments.

Person specification:

• Accurate recording of calls and customer/contract requirements.
• Effective action and follow-up of required activities.
• A meticulous attention to detail.
• Administration and organizational skills.
• Commercial awareness.
• Excellent customer relations and interpersonal skills.
• Ability to take responsibility.

Desirable skills:

• Experience of incident-based ticketing systems.
• Experience of CRM systems, (ideally Microsoft Dynamics).
• Experience of SAP.
• Experience of working in an AV / VC technology arena.
• Previous Customer Service experience.
• Weekly touch-point meeting, reports and chairing of conference calls.

Hours of work:

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.

About Us:

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post-deployment support, you're in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state-of-the‑art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients' business‑critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion:

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work‑life balance through our family friendly policies and practices. We encourage all to apply.