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Technical Support Representative for a Digital Signage Provider in the US (Home Based Full Time)

Remote: 
Full Remote
Contract: 
Work from: 
Vatican City, United States

Offer summary

Qualifications:

Experience in customer support, Familiarity with SaaS software, Technical knowledge of digital signage.

Key responsabilities:

  • Resolve technical questions for clients
  • Engage and understand client needs
  • Replicate bugs to identify issues
  • Update and manage knowledge base articles
  • Educate clients on support packages
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201 - 500 Employees
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Job description

• Customer Support: Address and resolve Technical questions related to our digital signage hardware, software, and content.
Expect about 20-30 outbound calls per day

 
Client Interaction: Engage with clients to comprehend their needs, offer solutions, and guarantee their success with our products.

 
Software Guidance: Quickly learn our SaaS software and assist users with product-usage type questions.

 
Bug Replication: Comfortably replicate client-reported bugs to understand its source and determine the appropriate course of action.

 
Knowledge Base Management: Browse and update KB articles to ensure clients have access to the most recent and pertinent information.

 
Support Packages: Educate clients about the features included in our various support packages and guide them in selecting the most suitable option for their requirements.

 
Device Management: Provide advice on digital signage device queries, handle device replacements when necessary, and over time, remotely log into IOT devices to perform basic fixes.

 
Feedback Collection: Accumulate feedback from clients to enhance our services and address any areas of concern.


Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Problem Solving
  • Time Management
  • Verbal Communication Skills

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