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Video Network Operations Center Customer Service Specialist

Company Name:
Deloitte
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.
Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.
Primary 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 resolution
- Own system incidents and problems through final resolution
- Proactively monitor service desk queue for incidents/problems
- Operate video conferencing tools to monitor and resolve incident/problems
Provide training and mentoring to other video conferencing colleague in India and the US.
- Maintain communication with Customer Service Leader regarding incidents/problems
- Work with 3rdparty vendors as needed for timely incident/problem resolution
- Available for on-call rotation after hours to collaborate with India VNOC
Primary Qualifications:

bachelor
''s degree in Business or related field or equivalent experience.
1+ years of relevant professional experience in service support
Previous call center experience a strong plus.
Knowledge of Polycom CMA, RMX, HDX system preferred
Knowledge of Tandberg Management Suite (conference scheduling system) preferred
In depth knowledge customer support and satisfaction best practices
Proven administration experience in some or all of the following: Windows, Incident Management and Troubleshooting high priority incidents
Strong 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 teams
- Professional Demeanor
About Deloitte
As used in this document, -Deloitte- means Deloitte LLP and its subsidiaries. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Disclaimer: If you are not reviewing this job posting on our Careers- site ( ) or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at .
Category: Information Technology

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