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Tech Bar Audio Visual Support Agent

2 weeks ago

Docklands, Australia Medibank Full time

**Will you actively create a healthier future for tomorrow?**

At Medibank and ahm we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

**Enterprise Digital**

We are building an expert team to deliver best in class solutions for our customers. Our mission is to “_Create delightful experiences that help our customers achieve better health_”.

**The Opportunity**

The Audio, Visual Support Agent’s role is to provide a smooth, efficient and customer-focused AV support service. The agent will be responsible for the operation & management of the internal AV support service providing customer facing level 1 and 2 IT support services to Medibank’s internal staff

The primary objective of this role is to provide a dedicated internal AV support service for internal Medibank stakeholders.

The agent is responsible for providing support to staff and external stakeholders with enquiries for video conferencing, teleconferencing & meeting room technology across multiple spaces based in both our Melbourne office and interstate corporate sites. In addition, with a focus of conducting user education to improve the end user experience of relative AV technology with a view to provide excellent customer service. There may be a requirement for this role to travel to local and interstate sites.

**Key Responsibilities Include**:

- Demonstrate positive customer service behaviours
- Focus on providing results for the customer in a timely manner
- Able to meet tight deadlines and be flexible to deliver to customer expectations
- Demonstrate customer empathy and understanding
- Develop and build relationships with stakeholders at all levels including our executives
- Develop excellent working relationships across the wider Technology & Operations team to facilitate a prioritised response for escalated issues
- Provide training and support on tools provided to customers in both a 1:1 and group situation
- Assist with training and induction of new IT Support team members with all facets of AV Technology
- Report to the IT team lead advising of possible process improvements
- Self-manage and prioritise assigned tasks
- Document processes clearly and concisely to share with support teams
- Keep abreast of the latest technology trends pertaining to AV/VC equipment
- Provide thought leadership across AV/VC technology solutions
- Maintain knowledge & documentation regarding Audio Visual technology being used by staff and engage the appropriate channels for issue resolution

**About You**

You can demonstrate previous experience in a large customer service environment with an understanding of the importance of Customer Service as well as sufficient experience working in supporting AV services to large scale business/enterprise, preferably with AV solutions (VC, Web & Audio Conferencing)

Additional experience required includes managing and supporting AV services to large scale businesses in an enterprise environment (Video Conferencing, Meeting Room Technology, Teleconferencing)

You are able to quickly identify end user requirements, demonstrate strong knowledge in Level 1 and 2 IT support and can self-manage and prioritise tasks. You possess exceptional interpersonal and communication skills including the ability to motivate, educate and drive people to achieve desired outcomes.

**A career with us**

We believe work is something we do, not somewhere we go. Our modes of working - Collaboration, Connection and Concentration - help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.

**To start small and impact bigger.**
- Health insurance