We are seeking an experienced Technical Support Agent to support our customer operations for touchscreen kiosks, digital signage, video walls, interactive displays, and software solutions. This role is responsible for improving service delivery processes, overseeing escalated customer issues, monitoring KPIs, and ensuring exceptional customer satisfaction across all hardware and software support services.

The ideal candidate combines strong technical knowledge and has experience supporting technology deployments involving hardware, software, networking, and field service operations.

Customer Support Operations

• Oversee daily support operations and ticket management.
• Ensure support requests are responded to and resolved within SLA requirements.
• Act as the escalation point for critical customer issues.
• Coordinate cross-functional resolutions with Development, Project Management, Operations, and Hardware teams.
• Monitor customer satisfaction and implement service improvements.

Technical Support Management

• Support hardware and software troubleshooting for:
• Touchscreen kiosks
• Digital signage displays
• Video walls
• Interactive displays
• Content management systems (CMS)
• Web applications and PWAs
• Windows and Android-based devices
• Networking and connectivity issues
• Manage remote monitoring and diagnostics processes.
• Coordinate warranty replacements and hardware RMA processes.
• Oversee field service dispatches and vendor support coordination.

Process Improvement

• Develop and maintain support procedures, workflows, and documentation.
• Create knowledge base articles and troubleshooting guides.
• Identify recurring issues and work with product teams to implement permanent solutions.
• Improve support efficiency through automation and process optimization.
• Implement best practices for ticket categorization and root cause analysis.

Reporting & Analytics

• Track and report support performance metrics.
• Prepare weekly and monthly support reports.
• Analyze trends in hardware failures, software issues, and customer requests.
• Present recommendations to leadership for service improvements.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience.

Experience

• 5+ years of technical support experience.
• Experience managing support teams in a technology environment.
• Experience supporting hardware and software solutions.
• Familiarity with ticketing systems and support workflows.

Technical Knowledge

• Windows Operating Systems
• Networking Fundamentals
• Remote Monitoring Tools
• Digital Signage Platforms
• Touchscreen Hardware
• Software Troubleshooting
• CRM and Help Desk Platforms

Preferred Experience

• Digital signage industry experience.
• Interactive kiosk technology experience.
• SaaS software support experience.
• AV or display technology experience.
• Vendor and field service management experience.

Job Type: Full-time

Application Question(s):

• What remote monitoring tools have you experienced/used in the past?
• Are you able to travel to the US?
• Do you have experience in building hardware solutions?

Experience:

• Audio Visual: 2 years (Required)
• Technical Support: 5 years (Required)

Language:

• Advanced English (Required)

Work Location: Hybrid remote in 45100, La Villa, Jal.