TECH SUPPORT REPRESENTATIVE Routinely: • Technical issue tickets • Communicate with clients both by email and phone • Calibration of new devices • Quality Control (QC) new devices and existing devices as required site set up • Post Deployment checks In addition: • Follow up with Data Quality Manager on any tickets that have been identified as incomplete or potentially incorrect. • Carry out other ad-hoc requests from the wider business • Gather IP/AI camera views as requested • Update and maintain IP/AI camera passwords and firmware Skills: • Excellent level of Numeracy • Organized and logical approach • Excellent communication skills • Persistent and determine • Microsoft office suite - especially outlook, excel, and google sheets • Knowledgeable of Springboard DVS Quality Control Analyst • Assessing the quality of the performance of the business materials (cameras and the like) installed in the establishments by reviewing the videos / CCTV footages. • Analyzing the data and performance of the camera as seen on video. • Recording of input or feedback and findings to the system and analyze if there are needed changes to be made; amending camera settings if needed. • Tagging and labelling of camera line as instructed. • Reporting significant discrepancies to the Quality Control Manager. IT Service Analyst • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. • Callers in an appropriate manner to resolve issues related to systems that are listed in the company database. • Follow all escalation procedures. • Diagnose hardware, software, printing and network connectivity issues, and offering level 1 solutions over the phone. • Systems would include those under acquired entities from mergers and websites controlled by the company. • Normal practice would be to identify and isolate the system in question then proceed with steps needed to resolve the matter at hand. • Provide an accurate record of each call in an incident management tracking tool. IT Support • Promptly answer all lessons issues sent by teachers and coordinate with the various Chinese Teams regarding Teacher’s report, requests, troubleshooting requests, etc. • Conduct pre-service orientation and system navigation training to newly-hired OBT. • Coordinate with the resident IT in configuring/upgrading software/hardware settings of office equipment, etc. • Conduct Technical troubleshooting for software and hardware. • Provide instructions in utilizing software and hardware equipment to be used by the teacher • Conduct required network connection checks • Send progress and data reports on a regular basis • Coordinate with other China customer service in resolving issues • Conduct required network connection checks • Collect absence, unqualified SMS and start button data and determine action for each occurrence • Follow up on Unfilled memos • Administer teacher substitutions