What are the responsibilities and job description for the Senior Technical Support Specialist position at TriggerPoint Media, Inc.?
About TriggerPoint Media
TriggerPoint Media, Inc., is an Austin-based software company delivering dynamic marketing and advertising solutions for digital signage networks in Distributor and Retail environments. Our proprietary technology helps clients validate marketing efforts, update content quickly, and make data-informed decisions—all while prioritizing clarity, consistency, and measurable impact.
Position: Senior Technical Support Specialist
We're looking for someone who likes standing their own —someone who values precision, stability, and supporting others behind the scenes. As a Senior Technical Support Specialist, you'll work to provide quick resolutions, resolve complex issues, and create a smooth and reliable experience for our clients. Your approach and focus on detail will help drive high-quality outcomes.
This role is ideal for someone who identifies or is known for being analytical, conscientious, and deeply invested in delivering high-quality, dependable results.
What You'll Do
- Provide quick resolutions for Tier 2-3 support via phone, email, chat, and remote tools
- Thoughtfully troubleshoot and replicate technical issues; determine root causes and resolutions
- Assess the health of our digital signage network daily and take thoughtful action to resolve issues, contributing to a reliable and supportive team environment
- Act as a reliable and consistent go-to escalation point for internal support teams ,helping to take quick action
- Configure and support digital signage hardware and media players
- Provide remote setup guidance during client hardware installations
- Manage the RMA process, aiming for clear documentation and timely follow-through
- Work cross-functionally with Sales and Project teams to ensure seamless deployments
- Maintain detailed case notes and build the internal knowledge base
- Refine support processes and tools to enable teamwide success
- Meet clearly defined KPIs, SLA benchmarks, and project deadlines
What You Bring
- 3 years of technical support experience (cloud software hardware)
- Proficiency with tools like TeamViewer, Salesforce, and standard office software
- Experience with digital signage systems, CMS platforms, and RSS feeds (preferred)
- Consistent work habits and a focus on client needs
- A genuine commitment to quality, reliability, and meaningful contributions
You'll Thrive Here If You
- Thrive in an environment where reliability is valued
- Enjoy solving problems with care and thoroughness
- Value being part of a close-knit, mission-driven team
- Known for delivering precise work and demonstrating professionalism
- Value clear expectations and established guidelines
Team Success Looks Like
- Fast and Reliable Issue Resolution – meeting SLA benchmarks every time
- Satisfied Clients – delivering dependable, accurate support
- High Network Uptime – through proactive problem prevention
- Shared Knowledge – contributing to team documentation and scalable solutions
- Information Clarity – providing accurate, well-organized updates to the team and clients