• Video Conferencing Service Coordinator
• Global Leader in Telecommunications
• Singapore based

Our Client is the leading unified collaboration services provider with an integrated services offering including video conferencing, audio conferencing, web conferencing, streaming and video network management services and equipment.

Key Accountabilities/Responsibilities

• Facilitate responses to and resolution of, client impacting incidents, requests, changes and events related to support of applicable conferencing services (e.g., serve as escalation point for Help Desk issues, respond to REM alerts, etc.).
• Assist project manager with new room deployments, adhering to complex Room Deployment Process.
• Handle SLA driven SMAC (small move/add/change) activities.
• Perform initial set up of the CMA, including initial provisioning of policies, endpoints and or CMA users.
• Handle add, change, or deletion to address book entries on a Polycom HDX 4000.
• Handle change requests to codec configurations, according to CMA interface policy.
• Assess business impact of serious/complex outages/problems and take appropriate actions via collaboration with Engineers and project managers.
• Assist with trend and root cause analysis.  In conjunction with reporting/metrics teams and service delivery areas, help improve and develop performance information reports that are aligned with both client and direct management needs. 
• Serve as member of OCC (Operational Customer Champion) team.
• Ensure synchronized support across clients campuses ensuring continuity of excellent service.
• Coordinate scheduling and/or perform new site certifications.
• Conduct daily quality assurance system checks.
• Facilitate existing SOPs and recommend/implement process improvements locally if necessary - resulting in improved customer service, increased productivity and improved quality of value add conferencing services.
• Work with local technical support to understand changes in customer requirements and modify existing programs and procedures to address new customer requirements and initiatives.
• Recommend areas of operational improvement to enhance customer experience and increase efficiency in service delivery.
• Interact with other teams within Conferencing and Services organizations to leverage daily technical support enhancing efficiencies in line with company goals and objectives.
• Stay abreast of industry advancements, standards, trends, technologies, and applications.
  

To succeed in this role you will have:

• Working knowledge of video conferencing and infrastructure operations.
• Experience in supporting & delivering a managed service solution.
• Understanding of technical and meeting operations support services in corporate environment.
• Working knowledge of conferencing, collaboration, and multimedia presentation technologies.
• Proficiency in Microsoft business tool applications (e.g., Excel, Outlook, Visio, Word, PowerPoint)
• Ability to work independently and within team environment.
• Stellar customer service, organizational, problem & conflict resolution, and project management skills.
• Ability to interact well and develop strong collaborative relationships with both clients and other associates.
• Extensive experience in developing and implementing standard operating procedures.
• Experience in the development and execution of training programs.
• Ability to handle high stress situations in a calm manner and beyond reproach professional demeanour.
• Advanced written and verbal communications skills.
• 2 4 years of project management
• 5 7 years of Customer Service experience including program and procedural development.
• Experience in the audiovisual technology as related to video conferencing 
• BA or BS degree required.
  

To apply for this opportunity please send your resume to solutions.sg@chandlermacleod.com quoting Job Reference CM-SR-2889.