Technical Support Representative

Technical Support Representative

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 200,000 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!

What You Will Be Doing

• Owning incoming technical tickets from first response through to confirmed resolution, over chat, email and phone
• Diagnosing player issues across Raspberry Pi, Android, Windows and commercial smart displays from Samsung and LG
• Working through network problems with customers: connectivity, DHCP, DNS, firewalls, proxies and blocked hosts
• Running remote sessions to help customers get players online and configured
• Gathering the full picture before you act: device, OS, app version, network setup, how many screens are affected and how to reproduce the issue
• Escalating cleanly to Engineering when you have exhausted the documented path, with reproduction steps and customer impact written up so nobody has to ask you a follow-up question
• Picking up conversations that our AI support agent hands over, and flagging where its answers or our help center content need improving
• Keeping tickets, statuses and notes current, and raising SLA or churn risk to your lead early
• Spotting patterns: recurring questions, suspected bugs and feature gaps that the Product needs to know about