MCS Monitoring and Services

Job Summary

This role is responsible for effectively Monitor Poly Devices & supporting Collaboration Room devices plus resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.

The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. The role also establishes and monitors product service metrics, identifying gaps and recommending corrective measures in a timely manner.

Responsibilities

• Monitor the Managed Conference Collaboration Devices

• Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.

• Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.

• Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution.
• Determine the best solution based on the issue and details provided by customers.
• Perform remote troubleshooting, including reading and understanding logs and diagnostics.
• Escalate issues to the appropriate team when necessary.
• Document identified issues, solutions, and troubleshooting steps for future reference.
• Contribute to the continuous improvement of support processes and knowledge base.
• Provide excellent customer service and ensure customer satisfaction.
• Acts as the representative of services within product core teams, ensuring the integration of service requisites into the product development process.
• Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives.
• Develops and enhances customer relationships, contributing to overall client satisfaction.
• Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended

• Bachelor's degree in computer science, Computer Engineering, or a related field.
• Typically has 4-5 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
• Proven experience in successfully resolving complex technical issues.
• Demonstrated ability to analyze problems, identify root causes, and implement effective solutions.
• Ability to work independently and as part of a team.

Preferred Certifications

• ITIL Certifications
• Poly/ Zoom Nexthink/1E/ Techpulse related work experience & certifications are desired

Knowledge & Skills

• Automation
• Computer Science
• Customer Relationship Management
• Customer Support
• Debugging
• Operating Systems
• Product Support
• Root Cause Analysis
• Scripting
• TCP/IP
• Technical Service
• Technical Support
• Workflow Management

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.