Allbridge is hiring: Tier II Video Support Representative (Remote) in Raleigh

Tier II Video Support Representative (Remote) – Raleigh, NC

Salary: $96,300.00 - $120,000.00

Company Overview

Allbridge is the leading supplier of world‑class connected technology solutions, services, and support for high‑density properties. With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior‑living communities, condominiums, multifamily developments, and mixed‑use properties.

Job Summary

Provides technical support and acts as primary liaison between customers, vendors, and field service technicians for all repairs and services, specializing in television services for the hospitality, healthcare and commercial industries. The primary focus is on restricted content satellite delivery systems as well as some Off‑Air, OTT content delivery, and public viewing systems. This is a non‑exempt role; it is a member of the technical support video department reporting directly to the Video Support Team Lead, with a preferred location of remote/field or Raleigh, NC.

Essential Job Functions

• Answer a high volume of telephone calls from customers and field service agents regarding service requests, record key requests into the customer service database, troubleshoot issues to resolution, dispatch field agents to resolve more complex issues, and ensure prompt closure of all assigned service calls.
• Dispatch field service or contract service representatives nationwide.
• Provide first‑level technical support for customers and field service agents regarding installation, repair, maintenance, and integration of High Definition, Off‑Air, OTT content and Pro‑Idiom encryption satellite delivery systems.
• Handle all service requests in a timely and cost‑effective manner, including controlling labor, travel, and parts expenses.
• Forward problems that require service visits to field service personnel (through dispatch), and, if necessary, escalate more complex technical issues to Tier 3 and/or supervisor for assistance.
• Use various web‑based tools to gain remote access to on‑site equipment, run diagnostics to identify faults, and implement a timely resolution or initiate other corrective action. Monitor remote dashboards for alert notifications and proactively work toward timely resolution, minimizing system downtime.

Additional Responsibilities

• Process parts orders, RMAs, warranty and non‑warranty replacements for customers and service agents.
• Maintain service department records, files, databases, and documents; follow department policies and procedures, apply industry best practices, participate in department meetings and training sessions, and perform additional administrative and clerical support as requested by the manager.
• Provide technical assistance, training and mentoring to Tier 1 staff, acting as the first point of escalation for Tier 1 cases.
• Work on shifts that may be an 8‑hour or a 4×10 shift, sometimes first or second shift, and may include weekends; hours and shifts are subject to change depending on company and customer needs.

Required Qualifications

• High school diploma, certificate/diploma in electronic repair with 2 years of experience in a technical service environment, or an associate degree with 1 year of equivalent technical experience.
• Intermediate knowledge of satellite television theory and practical application, antennas, and RF distribution.
• Must have a wired internet connection.
• Basic understanding of local networking and subnets is a plus.
• Intermediate computer skills with ability to efficiently navigate Windows Operating System and Windows‑based programs such as Excel, Word, Outlook, and other databases, web‑based and CRM programs. Experience with Salesforce is a plus.

Knowledge, Skills & Abilities

• Excellent telephone, verbal and written business communications, conflict resolution, and problem‑solving skills.
• Ability to work overtime, holidays and weekends as required, and to back‑fill other shifts as needed.
• Basic to intermediate understanding of the theory and application of remote support/diagnostics, establishing remote connections, configuration files, and basic networking knowledge.
• Ability to work with minimal or no supervision and handle multiple tasks in a fast‑paced customer service environment while still maintaining focus and attention to detail; exhibit initiative, organization, and independent analytical judgment in solving routine to complex technical problems.
• Intermediate knowledge of commercial head‑ends, Off Air broadcast, OTT content, standard and high‑definition television systems, and Pro‑Idiom encryption.
• Ability to obtain and maintain required certifications, including but not limited to SBCA SMATV, MDU, D2, DRE, COM200 specialties (certifications may change depending on industry standards, technology changes, department and/or company needs). Availability to attend off‑site training/certification as required.

Workplace Benefits We Offer

• Medical, prescription, dental, orthodontics, and vision plans.
• Rich HSA company‑funded options and flexible spending accounts.
• 100% company‑paid premiums for short‑term disability.
• Life and accidental death and dismemberment insurance plan options.
• Supplemental insurance plan options.
• 401(k) profit‑sharing retirement plan.
• Flexible paid time off after 60 days of employment.
• Paid holidays per employee handbook.
• Work culture supportive of diversity and inclusion.

Equal Opportunity Employer Statement

Allbridge is an Equal Opportunity Employer. Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.