Video Conference Producer: Remote

IVCI is a leader in Collaboration and Audio-Visual Integration industries. We provide solutions to corporate, educational, and government markets across the US and the world. Our services aim at achieving client goals by focusing on the desired end user experience. As a leader in the industry, we constantly adapt to new technologies and are looking for qualified individuals to join our growing team to support our efforts.

Job Summary:

This role is fully remote. A Video Conference Producer is responsible for providing first-line support and management of IVCi Managed customers scheduled video conferences as well as Cloud Service & end user support. They will ensure the successful coordination and production of customer video conferences and conduct first-line troubleshooting for any subsequent issues reported by the customer and/or by IVCi.

Job Functions:

Provide support and monitoring of all scheduled calls for Managed Customers.

Provide "white glove" video concierge service at the start of customer conferences hosted on IVCi infrastructure and customer cloud services.

Assist with customer onboarding efforts, as needed.

Become familiar with customer specific procedures and review available training resources regularly for updated information.

Monitor scheduling system daily for any newly scheduled conferences or any changes to customer conferences

Ensure customer conferences are properly set up prior to conference launch.

Ensure all video conferences are prepared, connected on time and reconnected within the appropriate amount of time as outlined in the Service Level Agreement

Monitor, address and resolve scheduling issues, including requests from customer video conference inboxes.

Ensure assigned conferences have the proper coverage at the end of the shift.

Troubleshoot ongoing conference and system issues or inquiries escalated from customers through email, phone, or instant message.

Follow established troubleshooting guidelines with customers and escalate to IVCi support teams, as necessary.

Log into video systems and monitor alerts to identify potential/ongoing issues.

Provide detailed reporting of conference issues, trends, and usage on a daily, weekly, and monthly basis.

Log all conference issues in conference reporting applications.

Correlate incidents (network or systems) to schedules and ensure customers are aware of potential services impacting scheduled conferences.

Keep up to date on Cloud Service offerings to provide first line, end user troubleshooting.

Minimum Requirements:

Strong and proven background providing excellent customer service.

Proficiency with all Microsoft Office products

Strong multitasking skills

Quick learner

Demonstrated flexibility and adaptability.

Ability to self-prioritize daily tasks.

Excellent organizational skills and initiative are preferred as often work is done independently.

Composure under pressure is necessary.

Flexibility to work any MVE shifts (24 hours/6 Days a week), including holidays with the possibility of weekends.

Have basic troubleshooting skills for diagnosing/resolving video conference issues.

Abilities Preferred: Experience with the following applications/equipment:

Cloud Video Conferencing Services (Zoom, Microsoft Teams, Webex, Pexip, etc)

Cisco Telepresence Management Suite

Cisco Bridges (Codian, CMS/CMM)

Polycom Bridges

Cisco, Poly, Logitech, Neat and MTR video conference systems

IVCi is an Equal Employment Opportunity Employer. We encourage veterans, seasoned professionals, and those returning to the workforce from unemployment or planned breaks to apply.