As a Meeting Room Concierge, you will be responsible for maintaining and delivering a best in class meeting room service to our client. You will be accountable for proactively tracking and maintaining system health through Microsoft Teams Room Managed Services Portal, completing technical troubleshooting, maintaining system patch testing and compliance, and providing excellent customer experiences with ongoing training and on-site support for important meetings and presentations. You will track and report on system health, user satisfaction and look for opportunities to improve services with new technologies or methodologies.
This role may see you assigned full time to a single client, providing rotating support to many smaller clients, or both to maintain coverage for all managed meeting room service clients.
You will work in close contact with Service Delivery Managers, deskside support teams, other Concierges, and executive level client staff to ensure that there is a smooth delivery of meeting room experiences. You will report to the Manager, EUC Services.
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Customer Service – Proven ability to manage difficult and/or emotional customer service situations with high expectations and immediate resolution required.
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Analytical – Collects, comprehends, and applies knowledge gathered from experience.
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Problem Solving – Identifies and resolves problems in a timely manner, including as they arise in meetings
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Self- Starter – being able manage tasks and solving problems without external pressure. Able to take ownership of projects from start to finish.
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Pre-Meeting Setup - Monitoring the scheduling system to proactively address any room setup requirements or technical needs before, during and after
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Room Management – Setting up rooms in terms of equipment, environment and ensuring the technology works with minimal disruption
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Professional Demeanor – the ability to maintain a calm and professional attitude with troubleshooting or assisting users and dressing in a professional matter
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Continuous Leaning – Staying up-to-date on new Teams features, hardware and industry treds in remote collaboration
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Task Focused – Understands priority and works with the team to complete tasks as assigned.
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Communication – Speaks and writes in clear and persuasive language in positive or negative situations.
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Teamwork – Contributes to building a positive team spirit.
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Organizational Support – Completes administrative tasks thoroughly and on time, while following organizational best practices.
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Time Management – Prioritizes and plans work activities efficiently
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Dependability – Follows instructions and procedures and responds to management direction positively.
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Entrepreneurship – Ability to recognize areas of improvement and seek out ways to improve the service
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Manage meeting room equipment inventory, documentation standards, and internal knowledge base content, including how-to guides and troubleshooting workflows.
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Coordinate user training, support AV project administration, and collaborate on technology improvements with other team members
Preferred Qualifications
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5+ years of previous experience in IT or AV
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Knowledge of Crestron products and troubleshooting ability
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Amazingly strong organizational skills
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Familiarity and comfort with executive level support
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Microsoft Teams and Office 365 Suite
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Experience with Microsoft Teams Pro Portal
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Knowledge of Audio Visual Equipment (microphones, cameras, projectors, smartboards etc)
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Basic understanding of Networking Concepts (IP addressing, VPN’s, Wi-Fi connections)
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Preferred CTS Certification
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Desire to help build, and be part of a close-knit team
WBM will offer you a competitive income and benefits package with opportunities for career growth and advancement. At WBM we understand that the benefits we provide must go beyond caring for your health, they also provide for your financial well-being. That’s why in addition to medical, dental and disability coverage, we also provide you with an attractive group RRSP. WBM is committed to meaningful community engagement across Western Canada. As a member of our team, you will have opportunities to get involved and contribute to our community work, which is some of the work we are most proud of.
Only applicants selected for an interview will be contacted. We sincerely thank all applications for their interest in WBM.
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