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Tier 2 Technical Support Specialist

2 months ago

Minneapolis, United States Skykit Full time
Job DescriptionJob DescriptionDescription:

Skykit provides innovative digital signage solutions, empowering businesses to create engaging visual experiences. Our cutting-edge technology enables clients to showcase their brand, communicate effectively with their audience, and drive meaningful engagement. We pride ourselves on delivering exceptional customer service and technical support to ensure our clients' success.


Position Overview:

We are seeking a Tier 2 Technical Support Specialist to join our dynamic team. The ideal candidate will be passionate about technology, possess strong communication skills, and have a knack for problem-solving. As a Tier 2 Technical Support Specialist, you will play a pivotal role in assisting our clients with technical issues, providing guidance on product usage, and delivering top-notch customer service.


Responsibilities:

  1. Provide technical customer support via phone, email, chat, and remote assistance
  2. Diagnose and troubleshoot hardware and software issues related to digital signage solutions
  3. Guide customers through installation, configuration, and setup processes
  4. Collaborate with cross-functional teams, including sales, engineering, and product development, to resolve complex technical issues
  5. Document and track customer interactions, issues, and resolutions using our Salesforce ticketing system
  6. Educate customers on product features, best practices, and troubleshooting techniques
  7. Identify and escalate critical issues to appropriate internal teams for further investigation and resolution
  8. Review device logs and network Pcaps to discover issues with the product
  9. Assist with logistics of RMA and New orders
  10. Provide feedback to internal teams based on customer interactions to drive product improvements and enhancements
Requirements:

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
  • Proven experience in a customer-facing technical support role for a SAAS Company, preferably in the digital signage industry or related field
  • Strong understanding of hardware, software, and networking concepts
  • Excellent communication skills with the ability to effectively convey technical information to non-technical audiences
  • Exceptional problem-solving skills with a keen attention to detail
  • A basic understanding of writing API scripts
  • Networking certifications or equivalent experience for troubleshooting with customers
  • An understanding of Firewalls and security to assist with discovering issues with the customer infrastructure
  • Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously
  • Experience with ticketing systems and customer relationship management (CRM) tools
  • Proficiency in troubleshooting Mac OS, Android devices, Google Suite, Airwatch, Sophos
  • Familiarity with digital signage software platforms and content management systems is a plus
  • Customer-centric mindset with a passion for delivering outstanding service and support

Working with a small team in a company of this size will require wearing multiple hats. The ability to adapt to unique situations and think outside the box and outside of your assigned role is key to success.


This position requires a majority of working hours to be in our office in the Minneapolis area to assist with Logistics and internal IT problems.


Join Skykit and be part of a team shaping the future of digital signage technology while providing unparalleled support to our valued customers. Apply now and embark on an exciting journey with us