Technical Support Representative For A Digital Signage Provider In The US (home Based Full Time) - Remote Eligible

Technical Support Agent

The company is a leading digital signage provider in the US and is offering an outstanding opportunity for a Technical Support Agent. The company is instrumental in shaping on-site digital experiences for clients such as NASA, Virginia Tech, Kings Dominion, Crowne Plaza, and a variety of international deployments for various Fortune 500 Companies. Their clients range in size from small to Fortune 100. They serve 11 industries - no day is the same! Partnerships with companies like LG, Sony, and BrightSign keep them from learning and cutting edge.

Job Description

• Customer Support: Address and resolve technical questions related to our digital signage hardware, software, and content. Expect about 20-30 outbound calls per day.

• Client Interaction: Engage with clients to comprehend their needs, offer solutions, and guarantee their success with our products.

• Software Guidance: Quickly learn our SaaS software and assist users with product-usage type questions.

• Bug Replication: Comfortably replicate client-reported bugs to understand its source and determine the appropriate course of action.

• Knowledge Base Management: Browse and update KB articles to ensure clients have access to the most recent and pertinent information.

• Support Packages: Educate clients about the features included in our various support packages and guide them in selecting the most suitable option for their requirements.

• Device Management: Provide advice on digital signage device queries, handle device replacements when necessary, and over time, remotely log into IoT devices to perform basic fixes.

• Feedback Collection: Accumulate feedback from clients to enhance our services and address any areas of concern.

Must Haves

• Minimum 3 years of customer-facing experience; preferably in a technology-oriented environment

• Strong customer service, project, and time management skills

• Well spoken English. Able to assist clients over the phone, Zoom or Google Meet calls

• Ability to conduct webinar training sessions with the use of webcam

• Good understanding of technology and basic technology terms

• Basic experience with PC hardware components and software

• Likes troubleshooting and problem solving

Home Office Requirements

Please only apply for this role if you have the following home office requirements:

• Perfectly working headset and webcam

• Stable internet connection of at least 5 Mbps to 15 Mbps

• Up to date computer system with a minimum of Windows 8 or Mac OS X

• Quiet room with no distractions or background noises

• A backup plan if the power goes out or if your internet connection becomes unstable during your shift

Only applicants meeting the strict criteria above will be contacted.