The Help Desk Technician III will be key for overall success of the field service department. Nanolumens service department strives to provide a streamlined and painless service experience for our clients. Help Desk Technician III will play an important role in creating a positive client experience by maintaining day-to-day operations within the Service department and collaborating with key personnel within our manufacturing facility, engineering, and repair departments.

Report to:
Teela McGehee, VP of Customer Experience

Key Duties and Responsibilities:

• Be the subject matter expert on troubleshooting and service ticket resolution
• Provide technical support to field Installation team as overlap for the Tier IV Field Engineer
• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, computer chat (chat not yet operational)
• Use systems to identify projects at the beginning of a service ticket
• Provide customer assistance through both basic and advanced troubleshooting steps
• Document customer interactions and troubleshooting steps in service log/system
• Learn advance levels of service diagnostics for both hardware and software of LED Displays
• Coordinate with 3rd party vendors to support client ticket resolution: Media Players such as BrightSign, Crestron, Datapath, tvOne-Coriomaster, Content Mangers such as PixelFire and Radiant, Display Interface Units – MegaPixel and Novastar
• Learn and operate remote monitoring systems: Aware, NUC PCs (Teamviewer), and Ominous
• Research and answer difficult customer questions about product features and recommends appropriate solutions
• Proactively follow up with clients to ensure issues are resolved
• Issue Return Merchandise Authorization (RMA) to client’s as needed and complete required inventory request to fulfill service tickets
• Complete Non-conformance documentation for all service hardware component failures, repair components and complete root cause analysis in coordination with the engineering department and quality assurance representative
• Complete service quotes for parts and labor as required based on displays that require service but are out of warranty
• Maintain and increase technical proficiency as products are developed and upgraded

Qualifications:

• 2+ years of experience working in a customer experience/service environment
• Electrical Engineering degree preferred
• CTS Certified is a plus but not a requirement
• Highly detail oriented and analytical individual
• Flexibility to work a variety of shifts with notice (some overtime may be required based on time zones)
• Authorization to work in the United States and ability to pass a background/drug test

Job Skills and Abilities:

• Highly detail oriented and analytical individual
• Aptitude for learning technical areas
• Work Independently without much oversite and collaborate with others
• Organization and planning skills
• Ability to prioritize work and time management skills
• Data management

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• Proficiency with internet, Teamviewer, email
• Ability to operate a Windows based computer

Salary:
$60,000 – 65,000 annually, full-time position at 40 hours a week (remote)