Company Overview

We invite you to discover the excitement, diversity, rewards and excellence of a career at TRITECH Communications. With $100 million in annual revenues and 350+ employees, TRITECH is one of the nation’s leading technology system integrators serving clients in corporate, education, healthcare and government industries. Our OneSource business model provides clients with a single source for the design, installation and maintenance of large / complex Audio Visual, Communications, PoE Lighting and Electronic Security Systems. Our corporate headquarters is located in Garden City, NY and the company operates four regional operations centers in New York City, Boston, Ft. Lauderdale and Washington DC.

Position Overview

The Service Support Specialist will report to our corporate headquarters in Garden City, NY and be responsible for providing remote support to TRITECH clients and TRITECH Service Technicians. Candidate must have experience with ticketing systems, sales orders, quoting and scheduling. This position requires strong customer service skills, good typing skills and basic knowledge of audiovisual systems.

Primary Responsibilities

• Serve as the first point of contact for all inbound service requests from Tritech customers and Audiovisual Service Technicians.
• Use ticketing system to create, prioritize and manage customer requests while adhering to strict SLA guidelines.
• Schedule technicians for on-site service visits and update/manage shared calendar for full transparency and efficiency.
• Determine follow-up action based on technician’s resolution and implement recommended solutions.
• Contact manufacturers, programmers and project managers for RMAs, program changes and project information.
• Work with Tritech shipping and purchasing departments on receiving/shipping equipment and pricing/availability of equipment.
• Document procedures, general information and workflows in ticket system’s knowledge base and configuration catalog.

Qualifications

• Must have prior experience in a technology focused customer service department.
• Must possess above average computer skills with a strong understanding of Mac & Windows environments.
• Must have excellent customer service skills and must enjoy dealing with all kinds of people
• Must be a highly organized, motivated team player with great verbal and written etiquette.
• Must have the ability to explain complex technical matters in laymen’s terms.
• Must be eager to learn, grow and be trained by our highly experienced and knowledgeable service team.
• The ideal candidate wants to be more than just an employee. We are looking for someone who wants to be part of a team and a family. The right candidate takes themselves and their work seriously but also knows how to have fun!

Compensation

Commensurate with experience and includes a comprehensive benefits package including dental and medical coverage, employer paid life and long term disability insurance, Paid Family Leave, Paid Time Off and a 401K plan with a generous discretionary employer match.

Qualified candidates are encouraged to send their resume, including salary requirements, to the email below.

TRITECH IS AN EQUAL OPPORTUNITY EMPLOYER