Technical Support Specialist

3 weeks ago


Minneapolis, Minnesota, United States Skykit Full time
Job Title: Tier 2 Technical Support Specialist

Skykit is seeking a skilled Tier 2 Technical Support Specialist to join our team. As a key member of our support team, you will play a crucial role in providing exceptional customer service and technical support to our clients.

Job Description

Key Responsibilities:

  1. Provide technical support to clients via phone, email, chat, and remote assistance
  2. Diagnose and troubleshoot hardware and software issues related to digital signage solutions
  3. Guide clients through installation, configuration, and setup processes
  4. Collaborate with cross-functional teams to resolve complex technical issues
  5. Document and track customer interactions, issues, and resolutions using our Salesforce ticketing system
  6. Educate clients on product features, best practices, and troubleshooting techniques
  7. Identify and escalate critical issues to 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:

  • 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

This role requires a strong technical background and excellent communication skills. If you are passionate about delivering exceptional customer service and technical support, we encourage you to apply.



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