Digital Services Specialist I (Coppell)

Company Name:
PSAV Presentation Services
PSAV Presentation Services is a top international provider of professional event technology services, and stands on a 75-year record of success and growth. We strive to deliver flawless execution with a hospitality approach, for all event technology services. Our mission is to turn ordinary meetings into extraordinary events.
Position Overview
Support Digital Services' products including but not limited to Database Administration (DBA) and Reporting, Desktop Support, and Technical Documentation. Responsibilities include coordinating with client contacts for on-going requests, providing excellent and friendly support to end-users for any issues, and proactively identify challenges to expedite resolution. The role includes system monitoring and improving database performance and capacity, enrolling users and maintaining system security.
Proven troubleshooting skills with demonstrated ability to perceive, analyze and problem solve effectively and efficiently. Skilled in determining severity, impact and nature of reported issues with good judgment in problem escalation procedures and setting priorities.
Must be able to display a sense of urgency when problems arise and can maintain professionalism under pressure. Able to multi-task and thrive in a constantly changing environment
Key Job Responsibilities (Weight %)
Real-time Event Support and Monitoring (60%)
Format conference data and prepare import files for the content management system. Ensure software functionality and software responsiveness is adequate for websites that are experiencing a high volume of user traffic. Escalate quickly any software weaknesses that are identified during critical deadlines for online activity. At times provide onsite administrative support for key clients.
External Customer Support (20%)
Answer incoming Digital Services Call Center calls/e-mails, log all communications and provide users with first level support and analysis. Establish and maintain a high problem resolution rate and escalate remaining calls to support groups as necessary. Complete all client requests for any database administrative tasks and reporting needs while documenting progress on task assignments. Develop technical "How to" documentation for clients and end users to help explain software functionality.
Internal Customer Support (20%)
Provide on-going analysis and testing of software functionality and customized features for client websites. Document and escalate programming issues that affect end-user to our development team. Keep track of issues submitted to developers for timely resolution for the client. Provide suggestions for streamlining internal processes and play an active role in team meetings.
Job Requirements
Technical School Degree in computers, A/V or related technology or AA in computer sciences or electronic technology desirable or equivalent work experience
Strong understanding of content management systems and the Software-as-a-Service (SaaS) model
Minimum 2+ years of technical support experience with emphasis on customer service, software support, end-user support.
Strong understanding of Windows, Mac and MS Office
Advanced skills in MS Excel and PowerPoint
Strong telephone and customer service skills
Ability to handle multiple projects at once
Ability to interact appropriately with high level management
Ability to delegate work to peers in subordinate position
Ability to learn new technologies easily and good analytical skills
Attention to detail and ability to remain focused a must
Must be able to determine urgency levels and take direction from higher technician levels
Must be able to thrive within a team environment

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