Tech Customer Support Specialist

About us

Yodeck is a fast-growing Software-as-a-Service (SaaS) company that is laser-focused on disrupting the $23B digital signage industry. Yodeck’s affordable, easy-to-use, and feature-rich solution has been developed to democratize digital signage and empower with it any and every business around the world. Yodeck was first introduced in 2016 and now powers over 100,000 screens across every type of business from restaurants and retail stores, to schools, stadiums and conference halls. Yodeck is now in the top 5 of digital signage SaaS platforms in the world, and we are looking for curious and smart people to drive even faster!

About the role

We are looking for a tech-expert individual that will help us serve our customers and partners. Our Support Team provides help through an online ticketing system integrated with chat, accessible through the web. Our new Tech Customer Support Specialist should be available to work on shifts Monday to Friday (08:00-16:00 or 18:00-02:00) to support all Yodeck customers worldwide, with 90% of inquiries coming from the US, Canada, and the rest of the world.

Responsibilities

Things you will be regularly doing include:

• Handle inquiries live through chat or email
• We do not yet provide live phone-based support, but support inquiries may arrive through voicemail or ask for phone-based assistance. You are expected to be able to communicate fluently in English over the phone, if needed, to handle such requests
• Provide remote assistance (through remote sessions) to customers setting up their Player, mostly dealing with network issues
• Provide mentoring on technical issues, processes, and procedures to end users and customers
• Worked on technical troubleshooting, acting as a liaison for the development team
• Answering basic inquiries on pricing, features or project opportunities before handing them over to the sales team
• Proactively reach out to customers and provide assistance in case it is needed
• Thoroughly test out new features and versions before and after release
• Create technical content, such as user documentation, FAQs, and knowledge base articles, to facilitate team knowledge-sharing
• Βe involved in product testing to ensure a solid understanding of all technical aspects of Yodeck so that you respond to technical inquiries easily and confidently

Requirements

• Knowledge of Linux administration and networking is essential
• Fluent in written and spoken English
• Technical background (Degree in computer science/ equivalent)
• A solid understanding of software development and web technologies
• 2+ years of experience doing technical product support for a modern / SaaS product
• Ability to multitask, prioritize and work independently
• Strong organizational skills and ability to respond to users' requests within deadlines
• Problem solving, troubleshooting and record keeping skills
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Passionate with technical support to solve complicated customer issues
• Solid understanding of web and systems architecture

Benefits

• Competitive salary
• Company-wide bonus scheme and a great Stock Option plan
• Amazing workplace, award-winning as Best Workplace
• Hybrid Work From Home policy
• Office gym, nutritionist, and meal vouchers
• Individual training budget for professional development
• Private medical insurance plan
• Fun and collaborative start-up environment (with amazing offices!)
• Flexible working arrangements
• Commuting Expenses
• Equal opportunity and workplace diversity
  

As part of our dedication to the diversity of our workforce, Yodeck is committed to Equal Employment Opportunity. Our people are our strongest asset and we acknowledge that all we have achieved so far is the solid outcome of our people’s contributions.