Have a lot of meeting spaces? Feel you’re constantly messaging your internal IT team to trouble shoot room issues? If so, now may be the time to look at dedicated support.
We recently sat down with Jennelle Salcedo, a remote support coordinator – to learn more about what remote support is all about. During our discussion, Jennelle gave further insight to how remote support operates and how it fits into the everyday operations at a company.

Can you explain what Remote Support is and what your role is?

Jennelle: Remote support is designed to assist end-users with their technology solutions from a distance. These sessions typically involve a technical contact on-site who enables our remote technicians to access the necessary equipment or software. Our team is equipped with detailed documentation of the existing installation, allowing us to resolve issues quickly and efficiently.

In my role, I’m responsible for assigning and dispatching technicians to various remote jobs. I also manage support tickets and handle billing. Beyond coordinating internally with our technical team, follow up with end-users to ensure a positive experience and close out tickets once the issue is resolved.

What are some benefits of Remote Support?

Jennelle: The primary benefit of remote support is faster response times. I can quickly connect end-users with the technician that is best suited to address their needs. Because I have visibility into technician schedules, I can coordinate support more efficiently and prioritize urgent needs. My role as a coordinator ensures clear communication between clients and technicians, leading to efficient interactions and smooth resolutions.

What does a typical day look like for you?

Jennelle: A typical day for me as a Remote Support Coordinator involves managing a variety of tasks to keep our support operations running smoothly. I begin by reviewing and processing incoming work orders in our internal system. From there, I update support tickets with key job details and timelines, submit quotes, and follow up on approvals. I also assign technicians to ensure timely responses and efficient issue resolution for end-users. Additionally, I manage ongoing support for one of our key accounts, providing consistent oversight and coordination.

How do you balance your role with the customer and RoomReady?

Jennelle: My role typically involves communication with end-users, primarily through ticket updates and follow-ups. While my main focus is on supporting internal teams and technicians, I also help facilitate communication between the technical team and the end-user to promote smooth coordination and resolution.

What are some of the biggest challenges of your role?

Jennelle: One of the biggest challenges I face in my role is navigating communication delays. Clear and timely communication is essential for a smooth support process. When communication flows efficiently, I’m able to resolve support tickets more quickly and effectively. In many ways, strong communication and ticket management go hand in hand.

What are some things you love about your role?

Jennelle: What I enjoy most about my role is the strong support I receive from my internal team. Our communication is clear, consistent, and collaborative, which makes a big difference in my day-to-day work. I truly value the team I work with and the positive environment we’ve built together.