Service Delivery Specialist

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

As a Service Delivery Specialist, you’ll provide remote support for audiovisual and video conferencing systems, manage service requests, coordinate technicians and vendors, and ensure issues are resolved quickly while delivering excellent customer service.

The following include but may not be limited to the responsibilities of the Service Delivery Specialist:

• Serve as the primary contact for clients and vendors regarding service, support, and warranty-related issues.
• Provide remote troubleshooting and support for audiovisual and video conferencing systems.
• Manage and track service requests through the ticketing system, ensuring timely resolution.
• Coordinate technicians, vendors, and repair resources to deliver efficient service outcomes.
  
  Process service orders, purchase orders, warranty claims, RMAs, and related documentation.
• Maintain service contracts, records, and equipment documentation.
• Assist with inventory management and identify potential sales opportunities.
• Deliver exceptional customer service while ensuring compliance with company processes and standards.

• Remote
• Monday to Friday, 8:00 PM - 5:00 PM (EST) / 9:00PM - 6:00AM (PST)

• Basic knowledge of AV equipment and video conferencing platforms
• Strong computer skills and confidence using technology
• Excellent written and verbal communication skills
• Strong customer service and interpersonal skills
• Perceptive and critical thinker with the ability to troubleshoot and resolve issues
• Team-oriented but able to work independently when needed
• Able to multitask, prioritize tasks, and work well under pressure
• Adaptable and willing to learn new skills and technologies
• Professional, reliable, and able to handle confidential information with discretion
• Flexible adjust shifts when required
• AV, Computer Science, or related certifications are a plus
• Strong work ethic and a commitment to delivering excellent service

• Day 1 HMO + 1 free dependent
• Health and Wellness Reimbursement Benefits
• Sunlife Group Insurance
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
  13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

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