Technical Support Specialist
3 weeks ago
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 DescriptionKey Responsibilities:
- Provide technical support to clients via phone, email, chat, and remote assistance
- Diagnose and troubleshoot hardware and software issues related to digital signage solutions
- Guide clients through installation, configuration, and setup processes
- Collaborate with cross-functional teams to resolve complex technical issues
- Document and track customer interactions, issues, and resolutions using our Salesforce ticketing system
- Educate clients on product features, best practices, and troubleshooting techniques
- Identify and escalate critical issues to internal teams for further investigation and resolution
- Review device logs and network Pcaps to discover issues with the product
- Assist with logistics of RMA and new orders
- 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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