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SalaryCompany Description
Rise Vision is the #1 digital signage software solution for schools. Rise Vision helps schools improve communication, increase student involvement, celebrate student achievements, and create a positive school culture. Rise Vision currently serves thousands of schools across North America. Rise Vision makes digital signage simple by providing schools with easy-to-use software, amazing templates, and the best customer service.
Rise Vision is currently searching for a Technical Support Representativeto help support our efforts of bringing digital signage to more schools in North America.
Mission
As a Technical Support Representative you’re responsible for assisting customers on their post-sale journey with Rise Vision. Daily responsibilities of a TSR include (but not limited to): resolving customer questions, troubleshooting issues, collecting feedback, and documenting bugs, defects, and customer insights.
You will operate within our industry leading SLA, as a TSR. You will be a Rise Vision subject matter expert, and you will ensure each customer interaction provides a best-in-class customer experience.
In order to deliver outstanding support & customer experiences, as a Technical Support Representative, you must display patience, empathy, and a hunger for problem solving. The variation of customer inquiries keep a TSR’s day to day exciting, while the outcomes of a TSR’s customer interactions will also provide insights for internal improvements in tactics, processes, and product.
Role Responsibilities
- Act as a Customer-facing subject matter expert
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Clearly communicate technical directions via email, video, and phone
- Properly analyze and escalate unresolved issues to appropriate internal teams & stakeholders
- Create, update, and suggest technical documentation as means of resources internally and for our customer help center
- Provide prompt customer follow-up, ensuring an optimal experience, and a referral opportunity.
- Maintain “Team Ownership” of Ticket Management by collecting requests and tracking ticket lifecycle from creation to resolution with minimal touches.
- Consistently serve as a “voice of the customer” providing feedback, and weekly insights to be shared with the company.
- Engage with customers on a personal level, maintaining empathy and alignment to our brandscripts; and build relationships and advocacy amongst all Rise Vision customers.
Requirements
- A bachelor's degree in computer science, information technology, or similar.
- 3-5 years of experience as a Technical Support Representative in or equivalent.
- Experience supporting customers with a SaaS or HaaS product is preferred
- In-depth knowledge of computer hardware, software, and networks.
- Proficiency in Technical Support software, Zendesk preferred.
- Experience in documenting technical processes, performance monitoring, and resolution reporting.
- Genuine interest to keep up with technical innovation and trends in Technical Support & digital signage.
- Exceptional interpersonal and communication skills with a responsiveness mindset.
- Ability to de-escalate stressful situations in a quick, calm, and consistent manner.
- A strong technical knowledge in general and common sense are necessary.
- **Experience in Technical Writing is a plus
At Rise Vision, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.
If this sounds like a great fit, we look forward to your application!
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