Position: Technical Support Specialist
We’re looking for someone who likes standing their own —someone who values precision, stability, and supporting others behind the scenes. As a Technical Support Specialist, you’ll work to provide quick resolutions, resolve complex issues, and create a smooth and reliable experience for our clients. Your approach and focus on detail will help drive high-quality outcomes.
This role is ideal for someone who identifies or is known for being analytical, conscientious, and deeply invested in delivering high-quality, dependable results.
What You’ll Do:
– Provide quick resolutions for Tier 1 support via phone, email, chat, and remote tools
– Thoughtfully troubleshoot and replicate technical issues; determine root causes and resolutions
– Assess the health of our digital signage network daily and take thoughtful action to resolve issues, contributing to a reliable and supportive team environment
– Act as a reliable and consistent, go-to escalation point for internal support teams helping to take quick action
– Configure and support digital signage hardware and media players
– Provide remote setup guidance during client hardware installations
– Manage the RMA process aiming for clear documentation and timely follow-through
– Work cross-functionally with Sales and Project teams to ensure seamless deployments
– Maintain detailed case notes and build the internal knowledge base
– Refine support processes and tools to enable teamwide success
– Meet clearly defined KPIs, SLA benchmarks, and project deadlines
What You Bring:
– 1-2 years of technical support experience (cloud software + hardware)
– Proficiency with tools like TeamViewer, HubSpot, and standard office software
– Experience with digital signage systems, CMS platforms, and RSS feeds (preferred)
– Consistent work habits, and a focus on client needs
– A genuine commitment to quality, reliability, and meaningful contributions
You’ll Thrive Here If You:
– Thrive in an environment where reliability is valued
– Enjoy solving problems with care and thoroughness
– Value being part of a close-knit, mission-driven team
– Known for delivering precise work and demonstrating professionalism
– Value clear expectations and established guidelines
Team Success Looks Like:
– Fast and Reliable Issue Resolution – meeting SLA benchmarks every time
– Satisfied Clients – delivering dependable, accurate support
– High Network Uptime – through proactive problem prevention
– Shared Knowledge – contributing to team documentation and scalable solutions
– Information Clarity – providing accurate, well-organized updates to the team and clients
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