Global AV Helpdesk Specialist (Office-based)

proAV Limited; Englefield Green; On-site; GBP 24,000 - 34,000; Full time

Job summary

proAV Limited is seeking an experienced Customer Service Agent/Helpdesk Agent to join our Egham team, responsible for maintaining high levels of service for dedicated key accounts. The role covers case ownership, liaison with international customers and suppliers, and ensuring issues are resolved within SLA.

This office-based position operates on a 40-hour fortnightly shift pattern, with hours between 7am and 7pm. Remuneration reflects experience and the responsibilities involved.

Qualifications

• Accurate recording of calls and customer/contract requirements.
• Effective action and follow-up of required activities.
• Meticulous attention to detail and strong administrative skills.
• Commercial awareness and ability to manage relationships with key accounts.
• Excellent customer relations and interpersonal skills.
• Ability to take responsibility and work independently.

Responsibilities

• Single point of contact to meet the communication needs of key international customers.
• Ownership of cases throughout their lifecycle and through to completion.
• Case diagnosis and first line qualification of issues before call out.
• Ensure cases are restored for service within SLA.
• Central point of contact between international customers and proAV suppliers.
• Booking of engineering resources, logistics, travel and critical spares.
• Raising accurate escalations in a timely manner.
• Booking of preventative maintenance visits.
• Engagement with other proAV departments.

Skills

Call recording

Attention to detail

Administration

Organizational skills

Commercial awareness

Customer relations

Responsibility

Tools

CRM experience (Dynamics)

Ticketing systems

SAP

Job description

proAV Limited is seeking an experienced Customer Service Agent/Helpdesk Agent to join our Egham team, responsible for maintaining high levels of service for dedicated key accounts. The role covers case ownership, liaison with international customers and suppliers, and ensuring issues are resolved within SLA.

This office-based position operates on a 40-hour fortnightly shift pattern, with hours between 7am and 7pm. Remuneration reflects experience and the responsibilities involved.