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Digital Service Technical Support Specialist

2 months ago

Knoxville, Tennessee, United States Media Resources Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Media Resources Inc. As a key member of our Digital Services team, you will be responsible for providing Level 2 OEM Software & Hardware Support for our Digital LED sign customers.

Key Responsibilities

  • Respond to customer email requests and log into the Service Ticketing system to detect and diagnose issues and update customers on sign status.
  • Provide remote support to MRI and Third-Party Installers on the installation and Commissioning of new MRI signs.
  • Handle escalated Service Cases from NOC Technical Support Agents, Level 1 and drive service Cases to resolution.
  • Escalate customer inquiries to Engineering level support if required with full debrief on the issue to ensure the issue is resolved.
  • Provide over the phone support to customers related to LED display software and network configuration.

Requirements

  • 2+ years' experience in Tier 2 desktop support providing similar technical responsibilities.
  • Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience.
  • Solid understanding of networking and ability to work professionally with outside service providers.
  • Positive attitude, strong team player with excellent problem and conflict solving skills; resourceful and proactive.
  • Commitment to product quality and delivery deadlines based on cost and time constraints.

About Us

Media Resources Inc. is one of the top-performing companies in the Signage Industry, and it is a place that offers big growth possibilities. Our customers range from the top billboard advertising companies in North America to leading commercial sign companies & AV industry leaders, to advertising agencies and building developers. For them, we design and manufacture world-class indoor & outdoor digital displays, large-format digital printing, 3D creations, and North American sign installation services.

We are looking for people who share our values around having a passion for excellence, a belief in a result-driven work environment, a belief in a culture focused on innovation & continuous improvement, and a system built on teamwork & internal promotion.