Technical Support Representative

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Yodeck

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

🍽️ Food & Beverage

🏨 Hospitality

Healthcare • Food & Beverage • Hospitality

Yodeck is a cloud-based digital signage software platform that enables users to easily share dynamic content across multiple screens and locations. It offers a range of features, including free digital signage apps and templates, allowing businesses and organizations to engage and communicate with customers, employees, and visitors effectively. Yodeck is suitable for various industries including retail, education, manufacturing, and healthcare. It provides solutions for different use cases such as menu boards for restaurants, digital billboards for retail, and internal communications for offices, allowing for easy scheduling, content management, and display via media players like Raspberry Pi. Yodeck is designed for scalability, accommodating anything from a single screen setup to a vast network of digital signage across different locations worldwide.

📋 Description

• Own incoming technical tickets from first response through confirmed resolution via chat, email, and phone • Diagnose player issues across Raspberry Pi, Android, Windows, and Samsung and LG commercial smart displays • Troubleshoot customer network problems involving connectivity, DHCP, DNS, firewalls, proxies, and blocked hosts • Run remote sessions to help customers get players online and configured • Gather device, operating system, app version, network setup, affected screen count, and reproduction details • Escalate unresolved issues to Engineering with reproduction steps and customer impact • Handle conversations handed over by the AI support agent and identify improvements for its answers and help-center content • Keep tickets, statuses, and notes current; raise SLA or churn risk to the lead • Identify recurring questions, suspected bugs, and feature gaps for Product • Complete onboarding, troubleshooting playbook, SSH, and network lab training during the first 90 days • Progress from shadowing and buddy-reviewed tickets to independently handling the standard queue • Contribute an improvement to a troubleshooting playbook or help-center article

🎯 Requirements

• Comfort with core networking concepts: LAN, DHCP, DNS, firewall, proxy, and port • Comfort with Linux and Windows operating systems • Patience and ability to explain technical fixes in plain language • Ability to isolate causes by forming and testing theories • Willingness to follow documented processes precisely and ask for help when needed • Master's or Bachelor's in Information Technology or relevant Computer Science • Excellent written and spoken English at C1 level or above • Previous helpdesk, technical support, or IT support experience (nice to have) • Hands-on experience with Raspberry Pi and Linux (nice to have) • Experience with Intercom, Zendesk, or Freshdesk (nice to have) • A second language, particularly German, French, Spanish, or Dutch (nice to have)

🏖️ Benefits

• Competitive salary • Company-wide bonus scheme • Great stock option plan • Award-winning workplace, recognized as the Best Workplace • Hybrid Work From Home policy • Office gym • Nutritionist • Meal vouchers • Individual training budget for professional development • Private medical insurance plan • Fun and collaborative start-up environment • Flexible working arrangements • Commuting expenses • Equal opportunity and workplace diversity