Tier II Video Support Representative (Remote)

Company Overview

Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.

With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.

Job Summary

Provides technical support and acts as primary liaison between customer, vendors, and field service technicians for all repairs and services, specializing in television services for the hospitality, healthcare and commercial industries. The primary focus is on restricted content satellite delivery systems as well as some Off-Air, OTT content delivery, and Public Viewing systems.

This is a non-exempt role and is a member of the technical support, video department reporting directly to the Video Support Team Lead with a preferred location of remote / field, or Raleigh, NC.

Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely. For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.

Essential Job Functions

Answer a high volume of telephone calls from customers and field service agents regarding service requests; key requests into customer service data base, troubleshoot issue to resolution, dispatch field agent to resolve more complex issues, insure prompt closure of all assigned service calls.

• Dispatches field service or contract service representatives nationwide.
• Provide first level technical support for customers and field service agents regarding installation, repair, maintenance, and integration of High Definition, Off-Air, OTT content and Pro : Idiom encryption satellite delivery systems.
• Handle all service requests in a timely and cost-effective manner to include controlling labor, travel, and parts expenses.
• Forward problems that require service visits to field service personnel (through dispatch), escalate more complex technical issues to Tier 3 and / or supervisor for assistance.
• Use various web-based tools to gain remote access to on-site equipment, run diagnostics to identify faults and implement a timely and cost-effective resolution or initiate other corrective action. Monitor remote dashboards for alert notifications and proactively work for timely resolution minimizing system down time.

Additional Responsibilities

Required Qualifications

Knowledge / Skills / Abilities

Workplace Benefits We Offer

In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which includes :

Equal Opportunity Employer Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.