• Act as a Customer-facing subject matter expert
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Clearly communicate technical directions via email, video, and phone
• Properly analyze and escalate unresolved issues to appropriate internal teams & stakeholders
• Create, update, and suggest technical documentation as means of resources internally and for our customer help center
• Provide prompt customer follow-up, ensuring an optimal experience, and a referral opportunity.
• Maintain “Team Ownership” of Ticket Management by collecting requests and tracking ticket lifecycle from creation to resolution with minimal touches.
• Consistently serve as a “voice of the customer” providing feedback, and weekly insights to be shared with the company.
• Engage with customers on a personal level, maintaining empathy and alignment to our brandscripts; and build relationships and advocacy amongst all Rise Vision customers.

• A bachelor's degree in computer science, information technology, or similar.
• 3-5 years of experience as a Technical Support Representative in or equivalent.
• Experience supporting customers with a SaaS or HaaS product is preferred
• In-depth knowledge of computer hardware, software, and networks.
• Proficiency in technical support software, Zendesk preferred.
• Experience in documenting technical processes, performance monitoring, and resolution reporting.
• Genuine interest to keep up with technical innovation and trends in technical support & digital signage.
• Exceptional interpersonal and communication skills with a responsiveness mindset.
• Ability to de-escalate stressful situations in a quick, calm, and consistent manner.
• A strong technical knowledge in general and common sense are necessary.
• **Experience in Technical Writing is a plus

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