B2C Customer Support Specialist

hace 3 días

Santiago, Chile DXC Technology A tiempo completo

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

Key Requirements:

  • Minimum 2+ years proven experience supporting advanced AV technologies along with AV infrastructure, livestream, recording, and broadcasting solutions.
  • Minimum 2+ years proven experience providing IT Support on Networking. Main devices such as switches, routers, access points, and UPS systems, PDUs, to assist our SAP Networking team onsite if a local update or troubleshoot is required in any IDF or MDF rooms.
  • Minimum 2+ years proven experience providing IT Support on Windows, Mac OS, iOS, and Android platforms.
  • Minimum 2+ years proven experience supporting and engaging with cross-functional teams and client base including high-level executives and leadership.
  • Detail-oriented and able to execute IT/AV tasks and requests under pressure while maintaining positive, customer-centric attitude.
  • Professional and responsive via all communication channels used by the client including, but not limited to, MS Teams, e-mail and mobile phone.
  • Moderate experience managing and working with third-party vendors.
  • Moderate experience managing or contributing to IT Projects and related tasks.
  • Moderate experience maintaining IT inventory and asset management.
  • Proficiency and ability to keep current on latest IT and AV technologies and trend.
  • Good communication skills to support customer meetings and events with high level Executives, including up to C-Level customers and Board members when is needed.

Additional Skills (a plus):

  • Experience supporting large events.
  • Experience in IT Project Management.
  • Experience in support Server Rooms, including cabling, patch panels, WAN circuits, etc.

Responsibilities:

  • Assist the local SAP IT Site Lead with day-to-day IT support operations and escalations.
  • Assist with local administrative IT/AV activities, asset management and inventory controls.
  • Assist internally on OBO, OTX, and ONT local projects, including IT infrastructure tech refresh rollouts and decommissions.
  • Engage with our employees/customers to ensure the required IT/AV infrastructure is available to support their meeting/event.
  • Assist the SAP IBS team for local broadcasting or meetings/events recording.
  • Backup resource to cover the DXC B2C EC IT/AV Support technician as needed.
  • Support local high-level meetings and events, with customers, partners, and Executives. Be ready to troubleshoot and propose workaround alternatives for issues with multiple presenters from any BYOD or MTR meeting rooms.
  • Provide IT/AV Support for Digital Signage and Demo show floor areas.
  • Provide timely and effective support for technical issues related to virtual and in-person users.
  • Troubleshoot hardware, software, networking, and audio-visual equipment problems.
  • Collaborate with event organizers to ensure smooth operation of auditorium-type spaces during large events.
  • Set up and test audio-visual equipment (projectors, microphones, screens) for presentations and conferences.
  • Provide on-site support during events, including troubleshooting technical issues and assisting presenters.
  • Coordinate with external vendors for equipment repair, maintenance, and other support needs.
  • Manage and maintain video conferencing meeting rooms running Microsoft Teams and QSC systems (BYOD).
  • Assist users in scheduling and conducting virtual meetings, webinars, and remote training sessions.
  • Troubleshoot connectivity issues, audio/video quality, and screen-sharing problems.

Vendor Management & Onsite Escort:

  • Initiate support cases with vendors and manage until resolved.
  • Work with vendors remotely to troubleshoot.
  • Schedule visits and escort vendors when they are onsite.

General IT Tasks:

  • Assist with other IT-related tasks in the office including, but not limited to, desktop and mobile support, proactive AV testing, software and firmware upgrades, documenting processes and procedures, and IT inventory and asset management.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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