Remote Tier II Video Support Specialist

Allbridge; Raleigh (NC); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Medical and Prescription options

Dental, Orthodontics and Vision Plans

HSA company-funded options

Short Term Disability insurance

Life Insurance

Flexible Paid Time Off

Paid Holidays

Job summary

Allbridge is seeking a Full Time Technical Support professional to serve as the primary liaison between customers, vendors, and field technicians, focusing on television services for the hospitality, healthcare and commercial sectors. Remote/hybrid work is available with Raleigh, NC as a preferred location.

You will handle high-volume calls, log requests, dispatch field staff, and provide first-level technical support for HD, Off-Air, OTT content, and Pro:Idiom encryption systems while

Qualifications

• Excellent telephone, verbal and written business communications, conflict resolution and problem-solving skills.
• Ability to work overtime, holidays and weekends as required, back fill other shifts as needed.
• Basic to Intermediate understanding of remote support/diagnostics, establishing remote connections, configuration files, basic networking knowledge.

Responsibilities

• Answer a high volume of telephone calls from customers and field service agents regarding service requests; log requests, troubleshoot issues to resolution, and dispatch field agents.
• 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 satellite delivery systems (HD, Off-Air, OTT, Pro:Idiom).
• Handle all service requests to minimize labor, travel, and parts costs; escalate complex issues to Tier 3 or supervisor as needed.
• Use web-based tools to gain remote access, run diagnostics, monitor dashboards, and initiate corrective actions.

Skills

Excellent communication

Conflict resolution

Problem solving

Overtime availability

Education

High school diploma

Associate degree

Tools

Salesforce

CRM systems

Windows

Excel

Outlook

Job description

Allbridge is seeking a Full Time Technical Support professional to serve as the primary liaison between customers, vendors, and field technicians, focusing on television services for the hospitality, healthcare and commercial sectors. Remote/hybrid work is available with Raleigh, NC as a preferred location.

You will handle high-volume calls, log requests, dispatch field staff, and provide first-level technical support for HD, Off-Air, OTT content, and Pro:Idiom encryption systems while