OneRoom provides a cloud-hosted managed service that has now provided live streams and recordings of funeral services and memorials for millions of online guests. OneRoom has operated for over 10 years and is now operating across the United States, Canada, Australia, and New Zealand.

We are seeking an enthusiastic and self-motivated individual to join our team. The AV Helpdesk Manager is responsible for handling customer calls and support tickets to meet our contracted Service Levels

The successful candidate will have experience in technology and/or AV. They will also have a background in providing customer service using a CRM/Ticketing system and will be capable of communicating with non-technical users.

The role involves:

• Providing troubleshooting and technical support for business partners primarily during Australian business hours (11am-7pm NZT)
• Handling multi-channel communication in a timely manner phone, email, and chat
• Managing and updating our support ticketing systems to track technical issues, customer support issues, and AV issues
• Provide regular reporting on issues and general communications, provide feedback internally about issues and potential enhancements
• Basic editing of client videos follow-up with customers including hosting training sessions if required

The ideal candidate will have/be:

• Good communication skills both written and verbal, must be fluent in English, preferably as a first language
• Flexibility in work hours (i.e. be able to answer your mobile on weekends)
• Computer literacy and the ability to learn new systems related to AV and software
• Experience using TeamViewer and Amazon Workspace is an advantage

This Takapuna based, full-time position reports to the Customer Service Manager and will be an integral part of our team. If this sounds like you, we would love to hear from you.