Description:
Duties and responsibilities:Take incoming Calls:
Field Technician calls - Answer calls from Field Technicians regarding playlists, loopings or installation content scheduling. Upload Content - Receive content from the Content Department, create manage engine ticket for content uploaded and upload content via Media Manager and allocate to CMS. Close manage engine ticket once content has been scheduled according to flight schedule. Technical support overflow calls:- Handle overflow technical support calls in accordance with internal company queue bouncing by answering the bounced call from the helpdesk
- If able to, assist with client problem and close ticket.
- If not able to assist client, transfer call to the correct person or department
- Alternatively, take down client name, contact details and thorough description of the complaint and forward message onto relevant person or department.
Managing Playlists:Create new playlists request from Field Technician request:
- Receive playlist request from Field Technician once installation is completed for either a new or swapped out device.
- Completed file is scheduled to client network in accordance with ADS number.
- Create a manage engine ticket for the above mentioned playlisting request.
New client playlist request from Hardware and Software Development Department:
- Receive playlist request from HSD.
- Completed file is preloaded onto hardware component prior to hardware leaving the company.
- If content still needs to be sent from the content team create a manage engine ticket for content upload.
- Create a manage engine ticket for above mentioned playlisting request
General playlist creating:
- Receive instruction to remove, amend or create a playlist from Media Services, Network Director or Client.
- Attend to removing, amending, and/or replacing the content currently on the playlist with newly created content.
Action Looping Request:
- Receive instruction from client or FT that screen/s are down along with instructions to loop to an alternative screen and to undo looping once the screen has been repaired.
- Give feedback to the client, FT or Support that logged the request that looping has been done via email.
- Log looping instruction details, actions, and closure of Manage Engine ticket.
- Complete looping instruction, feedback, and logging within 30 minutes of receipt of a request.
- Send a Looping report to the Regional managers, Project managers, Head of External Operations and Network director for a client on a weekly basis.
Action Out of Stock Request:Out of stock sign created:
- Receive out of stock instruction for client on specific products.
- Secure out of stock sign from library.
- Schedule the out of stock sign through playlist sche
06 May 2025;
from:
gumtree.co.za