• Provide inbound customer support using a call flow guide • Help customers resolve basic technical issues • Track, document, and retrieve information in databases • Offer additional products and/or services • Deliver expert customer experiences…with a smile.

• Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Handle and carefully respond to all customer inquiries • Provide excellent customer service through active listening • Work with confidential customer information and treat it sensitively • Aim to resolve issues on the first call by being proactive • Appropriately communicate with customers • Calmly attempt to resolve and de-escalate any issues • Escalate interactions when necessary and appropriate • Track all call related information for auditing and reporting purposes • Provide feedback on call issues • Upsell if required

• Provide remote support for AV endpoints, including Microsoft Teams Rooms (MTR), Cisco Room Kit and Webex devices, Logitech Rally and Tap systems, Poly Studio and other collaboration endpoints. • Monitor meeting room device health and performance through management platforms such as Teams Admin Center, Cisco Control Hub, or vendor specific portals. • Troubleshoot audio, video, and connectivity issues collaboratively with onsite technicians or facilities personnel. • Offer real time remote supervision and support for high visibility or executive meetings. • Manage configuration, registration, and software updates for AV devices and peripherals. • Assist in remote equipment setup, onboarding, installation guidance, and coordination with local IT for new room rollouts. • Document troubleshooting steps, incident resolution, and preventive maintenance procedures in ServiceNow Incident Management module. • Maintain accurate inventory records of AV hardware and licenses. • Provide feedback to the engineering and operations teams for continuous improvement of the AV environment.

• Responsible for all VAC (Value Analysis Committee) submission documentation for new customers and following up until approved. • Collaborate with Customer, Sales, Legal and Finance to support the internal New Account setup process upon or during VAC approval. • Generate, analyze and distribute customer onboarding reports. • Generate quotations for sales, maintain ERP system and generate quote to sales metrics for organization. Partner with Sales to analyze choices and financial capacities of each customer and suggest suitable solutions within company guidelines • Monitor inbox and delegate sales leads to appropriate sales and staff members • Facilitate the equipment upgrade process with customers and sales. • Support Equipment Evaluation program and coordinate the purchase conversion with Sales and Customers. • Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner. • Review and respond to all emails with professionalism, accurate information and timely follow up. • Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operating Procedures. • Maintains knowledge of and adheres to all processes, policies and procedures. • Escalates issues as necessary for guidance from others. • Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements. • Collaborate with internal departments on and maintain all source documents used to facilitate a VAC submission. This will include leading the ECO process with Quality. • May support order entry process in times of need. • Other duties as assigned.