Remote troubleshooting for clients: Diagnose and resolve client issues across AV, networking, control, lighting, and surveillance platforms using remote management tools
Remote support for Daisy techs: Provide expert support for our internal Daisy Technicians when they are in the field
Case creation and management: Open a case in Dynamics for every material interaction and either resolve and close, or assign to a branch with full context
Client engagement: Build trust on every call
Work order and booking: When a truck roll is required, create the work order, schedule the booking against branch capacity, and confirm details with the client
Payment collection: Collect payment from clients over the phone using Daisy payment links
DaisyCare / membership enrollment: Sign clients up for ongoing support programs
Lead handling: Pre-qualify leads against the documented lead-management process and assign them to the appropriate branch sales contact
Documentation: Capture clear, accurate notes for every case so the next person picking it up loses no context
Continuous improvement: Surface gaps in processes, systems and training; help refine call-center processes as the function scales

High school diploma or equivalent
3 to 5 years of experience in AV, networking, or technology integration, with meaningful time spent troubleshooting remotely or by phone
Working knowledge of at least one major control platform (Control4, Savant, Crestron, URC, Josh.ai, or Elan); Control4 Certification preferred
Solid networking fundamentals across routing, switching, and Wi-Fi (Araknis, Ubiquiti, eero, Fortinet, Cisco, Ruckus, or similar)
Comfort with CRM-based case management (Dynamics 365 a plus) and telephony / messaging tools (RingCentral, Beetexting)

Daisy

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