Customer Technical Support Specialist - DACH/Europe

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Job description

OptiSigns is committed to building a "customer-obsessed" culture, prioritizing exceptional service and proactive problem-solving to exceed client expectations. As a global leader in digital signage, we empower businesses to create dynamic, interactive visual displays that enhance customer engagement. If you're passionate about delivering outstanding technical support and thrive in a client-centric environment, we invite you to join our growing European team in Munich, Germany.

Position Overview

As a Customer Technical Support Specialist at OptiSigns, you will be at the frontline of ensuring that clients experience seamless integration and support across our SaaS digital signage platform. This hands-on role focuses on troubleshooting network connectivity (WiFi and hotspots), configuring user settings, and guiding clients through the onboarding process. You'll work with a variety of platforms, including Windows, Android, Raspberry Pi, and Linux, addressing hardware and software issues while maintaining a high standard of support that reflects our dedication to quality.

Key Responsibilities

• Customer-Centric Technical Support: Resolve technical issues with a focus on network connectivity, device settings, and diagnostics for hardware and software issues across Windows, Apple, Android, and Linux operating systems.
• Client Onboarding & Training: Support new customers through the onboarding process, ensuring they can fully leverage OptiSigns' digital signage capabilities.
• Efficient Ticket Management: Triage and address support tickets effectively, meeting a daily target of 25 closed tickets and ensuring resolutions within a 3-day timeframe.
• Clear Communication: Explain technical solutions clearly to non-technical users, maintaining a customer satisfaction target of 92%.
• Cross-Departmental Collaboration: Work closely with Product and Sales teams to troubleshoot complex issues, ensuring comprehensive support that addresses all client needs.

Requirements

• 2-5 Years of Technical Experience
• Technical Proficiency: Expertise in troubleshooting network connectivity issues (WiFi, hotspots) and adjusting user settings across diverse operating systems (Windows, Android, Raspberry Pi, Linux).
• Experience with SaaS and Digital Signage: Background in a technical support role, especially in SaaS or digital signage environments, is highly desirable.
• Prioritization Skills: Ability to manage a high volume of support tickets with efficiency and accuracy.
• Certifications: CompTIA, Network+, or other relevant certifications are beneficial.
• Interpersonal Skills: Strong ability to communicate technical concepts to non-technical audiences, fostering understanding and confidence in clients.
• Commitment to Excellence: Dedication to continuous improvement in customer support, including proactive training and development opportunities for the support team.

Travel Requirements

• First 3 Months: Onboarding Training in Houston, Texas
• European Travel: Quarterly company-paid travel to industry events and client meetings across Europe.

Benefits
Why Join OptiSigns?

At OptiSigns, we believe in building long-term relationships with our clients, ensuring they receive reliable, effective support every step of the way. Our team's dedication to quality and proactive support has been instrumental in our success, and we're looking for talented individuals who share this commitment to join us in shaping the future of digital signage.

If you're a technically skilled, customer-focused professional ready to grow with a leader in digital signage, apply today to join the OptiSigns team!

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