Service Support Specialist

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Daisy & Co.

WebsiteLinkedInAll Job Openings

1 - 10 employees

🛒 Retail

Retail

Daisy & Co. is an organization for which no descriptive text was provided; because no details were included, a specific business model, products, or services cannot be determined with confidence. Based only on the name, it may plausibly be a small retail or consumer-facing lifestyle brand, but that is speculative. A conservative, minimal classification is provided instead.

📋 Description

• Diagnose and resolve client issues across audio-visual, networking, control, lighting, and surveillance platforms using remote management tools • Provide expert remote support to Daisy Technicians in the field • Escalate advanced troubleshooting issues before a truck roll is committed, including remote reboots and system resets • Use remote monitoring and web resource tools to identify client needs proactively • Open and manage a Dynamics case for every material interaction, resolving and closing it or assigning it to a branch with full context • Create work orders, schedule bookings against branch capacity, and confirm service details with clients • Brief assigned technicians with accurate issue notes and onsite requirements • Manage case status and aging to ensure prompt responses and clean closeout • Recap service visits, confirm resolution with clients, and schedule return visits when needed • Track equipment repairs and replacements, schedule reinstallations, and update case status • Capture client approval, collect payment by phone using Daisy payment links, and review completed service orders for accounting • Build trust with clients and de-escalate difficult situations by phone • Enroll clients in DaisyCare and explain ongoing support programs • Pre-qualify leads and route them to appropriate branch sales contacts • Identify service-agreement and upgrade opportunities and transfer them to sales • Maintain accurate client contacts, access details, credentials, and VIP information in Dynamics • Document every case clearly and accurately • Identify process, systems, and training gaps and help improve call-center and service-coordination processes • Collaborate with branch service, sales, and trade partners to keep client systems running seamlessly

🎯 Requirements

• High school diploma or equivalent required • 3 to 5 years in AV, networking, or technology integration, including meaningful remote or phone troubleshooting experience • Experience in a client-service environment serving high-end clientele • Working knowledge of at least one major control platform: Control4, Savant, Crestron, URC, Josh.ai, or Elan • Solid networking fundamentals across routing, switching, and Wi-Fi • Experience owning a service queue, including scheduling, dispatch coordination, and follow-through to closure • Comfort with CRM-based case management; Dynamics 365 is a plus • Familiarity with telephony and messaging tools such as RingCentral and Beetexting • Professional phone etiquette and strong written communication • Ability to manage several communication channels simultaneously • Reliable high-speed internet; minimum 100 Mbps down / 20 Mbps up recommended • Quiet, dedicated workspace • Ability to work scheduled shifts within Daisy Call Center hours, including rotating coverage as the function scales • Ability to learn and support multiple control, networking, audio-video, lighting, surveillance, CRM, telephony, messaging, and payment platforms

🏖️ Benefits

• 401(k) • Competitive salary • Dental insurance • Health insurance • Paid time off • Parental leave • Training & development • Vision insurance • Paid vacation and sick leave • Opportunities for professional growth and industry certification, including manufacturer training pathways • Daisy provides the computer, headset, and required software • Referral Bonus for bringing in other team members • Relocation Packages (as applicable) at Hiring • Certified Training programs – CEDIA and various manufacturer training, along with mentorship from Senior Technicians, branch and company leadership • Career pathways to mastery, leadership, and even Daisy ownership • Rotational assignments in different locations and options to relocate to Daisies nationwide