Avidex Industries LLC
Customer Service and Support Representative - II
Avidex Industries LLC, Cary, North Carolina, United States, 27518
Job Description
Who we Are:
Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting‑edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity.
In our continuous journey of expansion, we are actively seeking an exceptionally skilled
Customer Service and Support Representative - II
to play a pivotal role within our Service team. This critical position is perfect for individuals who are well‑organized, personable, responsible, adept at multitasking, detail‑oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.
What we Offer:
Competitive compensation plan
Full medical, dental and vision benefits
401(k) with employer match
up to 3 weeks of Vacation and 7 days of Sick time off, both prorated
10 paid holidays.
8 hours to volunteer on your favorite cause
Tuition reimbursement
Career and personal development opportunities
Position Overview The
Audiovisual (AV) Service and Support Representative - II
is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.
Requirements
High School Diploma or GED
Associate degree is preferred
2+ years in a Help Desk support position or a similar job role
An AVIXA CTS certification is preferred
Good computer skills including proficiency using Microsoft Office and a PDF editor are required
Customer relationship management (CRM) and service ticketing software experience preferred
Must possess good customer service, problem‑solving, and time‑management skills, and be able to prioritize and organize workloads for effective implementation
Must be able to work successfully in a fast‑paced and multitasking environment
Must have good verbal, written, and listening communication skills
Must be able to effectively oversee stressful situations in a calm and professional manner
Responsibilities
Represent our company values while providing our customers with Help Desk support
Provide Help Desk support per department process workflow and management
Provide case management including opening, notating, tracking, updating, and reporting on service tickets and work orders
Assure parts and equipment repairs are processed accurately and in a timely manner
Coordinate with vendors for orders, repairs, RMAs, and return status
Facilitate subcontractor estimates, quotes, purchase order requests, and invoice processing
Review and submit sub‑contractor invoices to management for approval
Process equipment returns and assist with advanced replacements
Escalate all unresolved repair problems to management
If you have experience working as a Service and Support Specialist with strong background in help desk support, communication, and ability to manage variety of service tickets, and work orders, we need your skills. Apply today!
Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We believe that diverse perspectives enhance our organization and contribute to innovation, collaboration, and overall success.
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In our continuous journey of expansion, we are actively seeking an exceptionally skilled
Customer Service and Support Representative - II
to play a pivotal role within our Service team. This critical position is perfect for individuals who are well‑organized, personable, responsible, adept at multitasking, detail‑oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.
What we Offer:
Competitive compensation plan
Full medical, dental and vision benefits
401(k) with employer match
up to 3 weeks of Vacation and 7 days of Sick time off, both prorated
10 paid holidays.
8 hours to volunteer on your favorite cause
Tuition reimbursement
Career and personal development opportunities
Position Overview The
Audiovisual (AV) Service and Support Representative - II
is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.
Requirements
High School Diploma or GED
Associate degree is preferred
2+ years in a Help Desk support position or a similar job role
An AVIXA CTS certification is preferred
Good computer skills including proficiency using Microsoft Office and a PDF editor are required
Customer relationship management (CRM) and service ticketing software experience preferred
Must possess good customer service, problem‑solving, and time‑management skills, and be able to prioritize and organize workloads for effective implementation
Must be able to work successfully in a fast‑paced and multitasking environment
Must have good verbal, written, and listening communication skills
Must be able to effectively oversee stressful situations in a calm and professional manner
Responsibilities
Represent our company values while providing our customers with Help Desk support
Provide Help Desk support per department process workflow and management
Provide case management including opening, notating, tracking, updating, and reporting on service tickets and work orders
Assure parts and equipment repairs are processed accurately and in a timely manner
Coordinate with vendors for orders, repairs, RMAs, and return status
Facilitate subcontractor estimates, quotes, purchase order requests, and invoice processing
Review and submit sub‑contractor invoices to management for approval
Process equipment returns and assist with advanced replacements
Escalate all unresolved repair problems to management
If you have experience working as a Service and Support Specialist with strong background in help desk support, communication, and ability to manage variety of service tickets, and work orders, we need your skills. Apply today!
Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We believe that diverse perspectives enhance our organization and contribute to innovation, collaboration, and overall success.
#J-18808-Ljbffr