VC Bridge Operator

Role: VC Bridge Operator

Location: India (Pune)

Hours: 40 hrs per week, covering shifts between 07:00 - 19:00 on a rota basis

Role Summary

Perform as part of the overall Kinly Global Service team by delivering remote technical audio / video support for our customer’s unified communications system across the global bank’s estate.

This position will be the initial point of contact for both internal (Kinly) and the global bank staff/leadership with responsibilities including responding to customer phone calls and e-mails, launching and troubleshooting multiple video meetings, opening and escalating tickets for customer issues, and keeping the client and global teams updated because of the 24/5 environment.

The VC Bridge Operator will participate in on-going training and certification efforts to ensure their knowledge base remains current in support of advanced technology solutions. This person will work closely with other members of the team, especially with the current Global Service team and the AVNOC so that they are well versed in learning the technical acumen and standard methods of operation within the organisation.

Duties and Responsibilities

All services should be delivered punctually at scheduled times and in accordance with agreed SLAs. The VC Bridge Operator is expected to establish calls in good time for the start of the scheduled meeting setup-up time and remain until the required service is functioning correctly.

The VC Bridge Operator’s responsibilities include, but are not limited to:

Video/Audio Conferencing

• Schedule and launch calls booked and ad-hoc meetings within the VC environment

• Maintain and manage the TMS/EMS systems

• Carry out test calls when applicable for all VC bookings

• Input new VC systems into client database

• Carry out remote VC training and tests with new and existing sites as and when applicable.

• Provide remote assistance via VC infrastructure if end points are having problems connecting and provide alternative options for connection if necessary

• Record conference details within the client’s database and keep up to date

VC Maintenance and Service

• Liaise internally Global Services team on cases and perform any troubleshooting when required.

• Capture & maintain a log of VC faults & details for monitoring and reporting purposes.

• Carry out health checks for all VC service faults with contacts to see if fault can be rectified.

• Maintain consistent contact with end user and keep appraised of progress of fault.

Administrative Tasks

• Perform as a dedicated Operator on all VC enquiries from all dedicated client sites globally.

• Handling enquiries internal & external relating to how the systems work, technical specifications via telephone & email.

• Arrange for moves and reconnection of VC systems as and when needed.

• Manage distribution emails and groups and to proactively regulate them.

• Proactively answer and respond to incoming calls and emails where applicable.

• Investigate network issues by capturing network files and logs and liaise with the technical teams for further instruction.

• Assist with the maintenance of the global VC environment.

• Compile and maintain the global daily VC schedule.

General Duties

• Mentor other members of the team, including locums

• Assist as and when with the training of all technical team members

• Advise clients on best practises and etiquette

• Provide regular feedback on communication issues and service improvements to the relevant leadership and stakeholders

• Focus on service / operational issues for review

• Manual handling tasks will be required when necessary for moving equipment

• Maintaining a good working relationship with global AV counterparts and partners

• Hold and attend regular meetings and training with global AV teams

The ideal candidates for this position will be able to think and work independently and meet the necessary guidelines above. They will be able to effectively interact with employees, customers, and colleagues and demonstrate the ability to successfully handle multiple tasks / projects. Other qualifications would include attention to detail, strong written and oral communication skills, excellent problem solving and troubleshooting skills. Good working knowledge of professional A/V, VC and unified communication systems required.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.