Deloitte Video Network Operations Center Customer Service Specialist in Hermitage, Tennessee
Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Title: Video Network Operations Center Customer Service Specialist Location: Hermitage, TNOrganization: Technology & Infrastructure - Video ServicesPrimary Duties: This person will be responsible for monitoring already initiated video conferencing meetings and provide support and issue escalation that may arise during these events. This person will need to be professional and be able to clearly articulate to clients the status of pending issues and be able to clearly troubleshoot and document the resolution of a potential high stress situation. This person will be the front line of the customer interface with not only US practice offices but global member firms as well. Responsibilities:Support technical and non-technical users of Deloitte s video infrastructure. Develop internal staff documents for event analysis, troubleshooting support, network infrastructure documentation and maintenance procedures.Provide customer relationship management across the US and global member firms Responsible for the operational customer service management, support and issue escalation and resolution of the U.S. Deloitte data video conferencing infrastructure as well as global member firms.Initiate and lead triage call with other support channels not physically located in the VNOC to achieve prompt incident and problem resolutionOwn system incidents and problems through final resolutionProactively monitor service desk queue for incidents/problemsOperate video conferencing tools to monitor and resolve incident/problemsProvide training and mentoring to other video conferencing colleague in India and the US.Maintain communication with Customer Service Leader regarding incidents/problemsWork with 3rd party vendors as needed for timely incident/problem resolutionAvailable for on-call rotation after hours to collaborate with India VNOC Primary Qualifications:Bachelor's degree in Business or related field or equivalent experience.3 years of relevant professional experience in service supportPrevious call center experience a strong plus.Knowledge of Polycom CMA, RMX, HDX system preferredKnowledge of Tandberg Management Suite (conference scheduling system) preferredIn depth knowledge customer support and satisfaction best practicesProven administration experience in some or all of the following: Windows, Incident Management and Troubleshooting high priority incidentsStrong problem solving skills with proven ability to influence and negotiate outside of a reporting relationship.Knowledge change management and problem management resolution.The ability to view incidents and problems from the customer perspective, representing the customer when other teams are not driving towards a solution or when questions of incident ownership are not resolved.Identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating across teamsProfessional Demeanor
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Category: Information Technology