Technical Support Representative
Full Time Position

Overview

Groove Entertainment Technologies creates an experience of familiarity and quality of life for residents/visitors of the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Samsung, AT&T and Telkonet- Groove Entertainment Technologies delivers quality in room entertainment and technology to the hospitality industry. The Project Administrator (PA) is responsible for supporting the core values of Groove Entertainment by providing comprehensive customer service with a focus on the Customer Experience.  A major part of this role is communication through acting as a liaison between customers, warehouse, engineering, and our technician team. In this role, you must demonstrate world class customer relations and achieves a high level of quality results in a timely and efficient manner.

Job Duties

  • Deliver an amazing Customer Experience with excellent communication and organization skills.

  • Coordinate multiple projects simultaneously including development and coordination of Scope, Schedule, Budget, and project documentation.

  • Professionally handle multiple incoming requests from customers and Groove field teams to ensure that issues are resolved both promptly and accurately.

  • Prepares DIRECTV contracts for SD to HD conversion campaign.

  • Organize online accounts and work orders from Salesforce and other Groove and vendor software systems.

  • Develop and manage Change Orders for projects with changes.

  • Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the customer and Groove.

  • Balance the needs of the end user customer and of the internal business requirements for productivity, efficiency, and performance.

  • Other duties as assigned


Qualifications


  • Excellent interpersonal, organizational and verbal and written communication skills are required.

  • Minimum of 1 year of continuous and verifiable employment.

  • Minimum 6+ months of recent customer service or communications background.

  • Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast-paced customer focused environment.

  • Be patient with difficult customers and polite when interacting with customers service issues.

  • The ability to multi-task and follow Operational processes.

  • Ability to get along with others, accept constructive feedback and exhibit a positive attitude.

  • Demonstrated passion for excellence with respect to treating and caring for customers.

  • Ability to work effectively in a team environment and meet individual goals.

  • Strong decision making and analytical abilities and deal with conflict resolution effectively.

  • High school diploma/GED and be ability to pass a background check required.

Benefits

  • 401K

  • Comparable Medical, Dental, Vision Insurance


Physical Requirements

  • Ability to sit for long periods of time

  • Ability to work at a computer station for extended periods of time

  • Ability to answer phones with or without the use of a headset


Apply Online

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