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Suppt Spec Digital & Creative Services

Job ID SUPPT03243 Date posted 06/22/2019 Location Orlando, Florida Position Type Full-Time

Position Overview

The Support Specialist is responsible for providing first level support for all services products. This position will manage incoming leads,service requests and provide excellent customer service and consultative support to internal and external PSAV customers. In addition, this position will support other tasks including participation in shipping, and process documentation. This position will report to the Creative Director or the Director Business Development, Digital.

Creative:

  • Provide first level response for all Creative Services products, including Creative Media, Custom Scenic Design, Experience, and Engagement.
  • Manage and maintain the Wrike Project Management system.
  • Provide Reporting.
  • Close out finished projects and follow up with project owners.

Digital:

  • Provide first level response for all Digital Services products.
  • Support the Content Management (Content1) Ticket Platform that come thru Zendesk.
  • Multimedia, graphics production support as necessary.
  • Provide shipping and logistics support for inventory.

Key Job Responsibilities

Customer Support

  • Develop a strong rapport with all department team members with the goal of providing initial contact and first level support for all internal and external events.
  • Review and respond to all services requests and hand projects off for follow up per pre-defined procedures.
  • Provide internal support for department team members including email and telephone support for internal and external customers.
  • Work in cooperation with internal and partner support staff to ensure support is addressed in a timely manner.
  • Perform shipping of items using UPS online shipping tool.

Product Documentation and Process Support

  • Assist with documentation generation support processes.
  • Work with department team members to determine best practices for support processes.

Job Qualifications

  • Minimum of a High School diploma; Associates/BS/BA is preferred
  • 2+ years previous experience in customer service/software support or project management
  • Technical aptitude and proficiency with computer software and programs
  • Must have excellent customer support skills and experience with email and phone-based software support.
  • Knowledge and proficiency with Microsoft and Apple operating systems
  • Strong written and verbal communication skills
  • Strong organizational and interpersonal skills
  • Overtime and weekend coverage may be required

Competencies

  • Optimizes Work Processes
  • Organizational Savvy
  • Communicates Effectively
  • Situational Adaptability
  • Action Oriented
  • Collaborates
  • Drives Quality Results
  • Responsiveness

Physical Requirements

Physical Requirements

Hours Per Day

Lifting Requirements

Frequency

Sitting

4-5 Hours

Lifting 0 - 15 lbs*

Occasionally

Standing

0-1 Hours

Lifting 16 – 50 lbs*

Rarely

Walking

0-1 Hours

Lifting 51 - 100 lbs

Rarely

Stooping

0-1 Hours

Lifting Over 100 lbs

Never

Crawling

0-1 Hours

Kneeling

0-1 Hours

Carrying Requirements

Frequency

Bending

0-1 Hours

Carrying 0 - 15 lbs*

Occasionally

Reaching (above your head)

0-1 Hours

Carrying 16 – 50 lbs*

Rarely

Climbing

0-1 Hours

Carrying 51 - 100 lbs

Rarely

Grasping

0-1 Hours

Carrying Over 100 lbs

Never

Auditory/Visual Requirements

Frequency

Pushing/Pulling Requirements

Frequency

Close Vision

Continuously

Pushing/Pulling 0 - 15 lbs*

Occasionally

Distance Vision

Continuously

Pushing/Pulling 16 – 50 lbs*

Rarely

Color Vision

Continuously

Pushing/Pulling 51 - 100 lbs*

Rarely

Peripheral Vision

Continuously

Pushing/Pulling Over 100 lbs

Never

Depth Perception

Continuously

*Identifies the physical requirements that team members perform without assistance.

Hearing

Continuously

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by PSAV based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

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Benefits

You’ll find some of the best rewards in the industry – from comprehensive insurance options and generous PTO to a     company-matching 401(k).

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