Service Delivery Specialist

About the Role

We are searching for a committed Service Delivery Specialist to serve as the main liaison between our vendors and our diverse client base. This position is vital for upholding our reputation for high-quality support across the retail, banking, government, education, and healthcare industries. Specializing in managed services, enterprise networking, and modern workplace collaboration, we offer the chance to engage directly with clients to handle technical questions and oversee intricate service setups. In this remote position, you will be instrumental in executing service orders and sustaining client technical systems. You will contribute to a team that prioritizes professional growth, transparency, and efficiency while building lasting client relationships and keeping precise documentation of all support tasks and deployments.

Requirements

• You should have a strong base of knowledge regarding video conferencing systems and audiovisual hardware, plus solid computer proficiency.
• You need to be an analytical, perceptive thinker capable of resolving technical problems even under stressful conditions.
• You must demonstrate excellent verbal and written communication abilities to interact effectively with internal staff, vendors, and clients.
• You are required to manage multiple tasks simultaneously, prioritize your workload, and adapt easily to changing technologies and workflows.
• You should be dependable, professional, and capable of maintaining confidentiality regarding sensitive information.
• Certifications in Computer Science or AV are advantageous but not required.
• You must possess a team-focused mindset, a strong work ethic, and the availability to modify your schedule as the role necessitates.

Responsibilities

• You will function as the main contact for clients and vendors for all warranty and support-related concerns.
• You will perform remote troubleshooting for video conferencing and audiovisual hardware to maintain uptime.
• You will oversee and monitor incoming support tickets, ensuring every concern is handled and concluded promptly.
• You will arrange for technicians and repair assets to facilitate successful service delivery and manage the complete lifecycle of orders.
• You will handle administrative tasks such as processing RMAs, warranty claims, and purchase orders, while keeping records of equipment and service agreements current.
• You will help manage inventory and spot potential sales leads during client conversations.
• You will verify that all operations align with the firm's established protocols and standards.

Benefits & Perks

• You will receive a broad benefits package featuring HMO coverage beginning on day one with a free dependent, wellness and health reimbursements, and group insurance from Sunlife.
• We provide work tools, ongoing training, and opportunities for professional growth.
• Financial aid is offered through help with government loan payments, salary loans, and mandatory contributions.
• You will be granted 13th-month pay, holiday pay for hours performed, night shift differentials, and access to all mandated leave types.