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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting AV conferencing systems and providing exceptional customer service while managing endpoint success through software updates and training. Capable of conducting root-cause analysis and implementing service improvements in a professional manner.
Highest-signal resume keywords
AV Conferencing Systems TroubleshootingCustomer Service ExcellenceEndpoint ManagementVideoconferencing Standards KnowledgeData Management in Central Repository Tools
About the role
Key responsibilities & impact- Provide in-room and remote resolution support for a dedicated client
- Liaise with the Yorktel VNOC, management, customers, and service delivery teams
- Complete Tier 1–3 troubleshooting of non-functional AV equipment
- Set up and support high-level, multi-room events
- Escalate technical issues and conduct break/fix repairs
- Assist with preventative maintenance checks
- Provide basic equipment training to client personnel
- Service and RMA endpoints for maintenance issues and resolution
- Own endpoint success in the designated region, including software updates, firmware upgrades, onboarding, testing, and end-user training
- Participate in root-cause analysis and resolve trouble tickets
- Recommend process and procedure changes
- Gather and manage data in central repository tools
- Communicate customer issue status to project managers, account managers, maintenance implementation managers, engineering, and sales
- Measure customer satisfaction, identify service improvements, deliver solutions, and implement long-term improvement plans
- Perform other duties as assigned
Requirements
What you’ll need- High levels of professionalism and integrity
- High levels of interpersonal skills
- Exceptional customer service skills
- Exceptional written, verbal and interpersonal skills
- Strong business acumen and analytic competence
- Excellent problem solving skills
- Professional attitude and appearance at all times
- May require occasional lifting up to 25 lbs
- Ability to lift and carry objects up to 50 lbs
- Extensive/frequent sitting, standing and walking
- Domestic travel requiring multi-night stays within and at times outside the local work area
- Valid U.S. driver's license
- Must be willing to complete background checks and drug tests required by current or future contracts
- Working knowledge of videoconferencing standards
- Ability to troubleshoot AV conferencing systems
- Working experience with Teams, WebEx, Zoom, Cisco, Poly, MCU, Crestron, and related control systems
- Limited weekend and/or night work may be required
- Must be able to pass suitability requirements
Benefits
Comp & perks- 401k plan
- Flex 125 plan
- Excellent salary and benefits package
- Equal employment opportunity and affirmative action
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tier 1–3 TroubleshootingBreak/Fix RepairsPreventative Maintenance ChecksSoftware UpdatesFirmware UpgradesRoot-Cause AnalysisData GatheringEquipment Training
Soft Skills
High Levels of ProfessionalismExceptional Interpersonal SkillsStrong Business AcumenExcellent Problem Solving Skills
Tools & Technologies
TeamsWebExZoomCiscoPolyMCUCrestron
Certifications & Qualifications
Valid U.S. Driver's LicenseBackground Check Clearance
Industry Keywords
AV EquipmentService DeliveryCustomer SatisfactionTrouble TicketsProcess Improvement