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.

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.

• 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), forward 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 downtime.

• Process parts orders, RMAs, warranty and non‑warranty replacement for customers and service agents.
• Maintain service department records, files, databases, and documents; follow department policies and procedures, apply industry Best Practices, participate in department meetings and training sessions, and perform additional administrative and clerical support to manager upon request.
• Provide technical assistance, training and mentoring to Tier 1 staff, act as first point of escalation for Tier 1 cases.
• Shift will typically be an 8 hour or a 4x10 shift and may be a first or second shift that may include weekends, hours and shift subject to change dependent on company and customer needs.

• High school diploma, certificate/diploma in electronic repair with 2 years of experience in a technical service environment or an Associate degree with 1 year of equivalent technical experience.
• Intermediate knowledge of theory and practical application relating to satellite television, antennas and RF distribution.
• Must have wired internet connection at home office location with a minimum circuit capacity of 50 Mbps.
• A basic understanding of local networking and subnets is a plus.
• Intermediate computer skills with ability to efficiently navigate Windows Operating System and Windows based programs such as Excel, Word, and Outlook as well as other data bases, web based and CRM programs. Experience with Salesforce is a plus.

• Excellent telephone, verbal and written business…