Digital Service Technical Support Agent, Level 2 (Fort Mill, SC)

Location : Fort Mill, SC

Summary :

The primary purpose of this position is to provide Level 2 OEM Software & Hardware Support for Digital LED sign customers.

The primary responsibilities and duties include; but are not limited to :

• Responsible for responding to customer email requests and logging into the Service Ticketing system. In this capacity the employee will :
• Proactively utilizing proprietary MRI software tools for sign configuration and Portal monitoring detect and diagnose issues and update customers via the Ticketing system on the sign.
• Provide remote support to MRI and Third-Party Installers on the installation and Commissioning of new MRI.
• 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.
• Provide over-the-phone support to customers setting up and maintaining wired, cellular and Wi-Fi networks. Specific skills in configuring network.
• Input service call information into Service ticketing system to log customer information and actions taken along with required next steps. Diligently enter required information into drop down menu fields to facilitate the gathering of service and product performance.
• Responsible for helping the Field Services Team remotely and / or going onsite to address escalated issues that could not be resolved at first.
• Responsible for ensuring accuracy in Field Service reports upon Case service completion. Specifically, Case Resolution, Time, and Materials used logged into the ticketing system.
• Responsible for Helping NOC Scheduling Technician to optimize Field Service Technicians daily schedule.
• Occasionally requirement of travel within Canada to commission newly installed digital displays. This can happen within 1 weeks' notice.
• In doing the above activities, create a positive customer experience while meeting company standards pertaining to quality of work performed and in compliance with company policies, procedures, legislation, regulation and directions and identify non-compliance.
• Participate and comply with all health and safety processes and initiatives to ensure that Media Resources remains a safe workplace.
• Ensure all Service calls are answered and completed to the customer's satisfaction in a timely manner.
• Ensure all Service calls are proactively followed up and customers kept up to date on service ticket status.
• Ensure all pertinent information is entered into service tickets to facilitate the gathering of service performance and product information.
• Expect to take escalation calls after hours or weekends.
• Work collaboratively with other team members and leadership.
• Additional responsibilities and duties as assigned.

Requirements / Qualifications :

Academic Training :

• Technical college and A+ certification an asset.

Work Experience :

• 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.
• Ability to work professionally with outside service providers.
• Positive "enjoy life" attitude to work 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.
• Exemplary organization and time management skills; excellent multitasking ability.

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