Technical Support Specialist - North America

MissionAt Airtame, we believe in the power of seamless technology to enhance learning experiences. Our wireless collaboration and digital signage solutions empower educators and students to share, learn and connect on equal footing, no matter their device type, both locally and hybrid.
Headquartered in Copenhagen, with colleagues in the US and all over Europe, we pride ourselves on strong company culture and collaborative working spirit.

RoleAs a Technical Support Specialist at Airtame you will join our global customer enablement team, which is part of our product organisation. You will play a crucial role in ensuring a seamless and satisfactory customer experience for our clients in North America. 

This position involves providing onboarding advice, troubleshooting, and resolving issues related to our products and services. you will work closely with the commercial team in NA on a daily basis as well as provide customer feedback to the EMEA product team, identify potential product improvements, and contribute to the shared success for our customers and Airtame as a solution provider.

This role will report directly to the VP of Product.

Responsibilities

• Successfully onboard new customers into our platform for screens and optimise their setup for the best possible experience
• Triage and solve support tickets, by investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times.
• Provide solutions to complex customer problems relying, for example, on your knowledge of network infrastructure, desktop and web applications.
• Provide timely and clear communication of updates to customers on the status of their support tickets.
• Coordinate with internal teams including Product, engineering, sales & finance to assist in ticket resolution.
• Deliver insights and feedback to the product team to help prioritise the roadmap and maintain a high standard of product quality.
• Contribute to our knowledge base articles.
• Suggest workflow improvements and implement automation to optimise efficiency and resolution time.

To be successful in this role, you have:

• 3 years of experience in providing technical customer support to international customers, preferably from the IT or AV industry.
• Strong technical proficiency with knowledge of networking configuration (e.g.TCP/IP, DNS) , common operating systems, software applications, and hardware troubleshooting.
• Experience in working with video conferencing (Teams, Zoom etc.) related issues is a plus - or something we can teach.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely.
• Customer-centric approach with a commitment to providing exceptional customer service by engaging with customers' with patience and empathy to solve any technical problems.
• Effective time management and prioritisation skills to handle multiple customer cases and tasks simultaneously.

Why Airtame

• Competitive compensation package
• Comprehensive health benefits package, including medical, dental, and vision coverage
• 401(k) retirement savings plan with company match
• Flexible remote work arrangements and focus on work-life balance
• 3-weeks of PTO going to 4-weeks in Year 2
• 5 additional paid "Flex" days allowing you to refresh and reset

Airtame is an equal opportunity employer. We have different workspace options across the globe, plus full-time remote workers. This feeds into our international mindset, with people from 20 nationalities that make up the Airtame team. In this role, you have the opportunity to work remotely from anywhere in the US. Our team is distributed across the country, and while there is no central office, we do have a few colleagues based in Atlanta and New York who work from the same cities. You can additionally expect regular collaboration with the European team and timezone.

Our work-life cultural balance is key to our success. We have a growing Women in Tech community, and regular team building events throughout the year. Our team encompasses our values of trust and caring for each other to support and nurture talent in a fun and collective way.

What our employment decisions are NOT based on

Race, colour, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, family or parental status, protected veteran status, genetic information, or any other legally protected classification or status. And we will not tolerate discrimination or harassment.

What our employment decisions ARE based on

Business needs, job requirements, individual qualifications, and candidates potential for growing with Airtame.