Support Specialist

Creative Realities Inc, Louisville, KY, US

3 days ago Requisition

Salary Range: $20.00 To $20.00 Hourly

Creative Realities, Inc. (NASDAQ: CREX) is a full-service, digital signage solutions company with a passion and purpose of connecting brands and people in spaces and places they love. We design, develop, deploy, and maintain digital experiences that are contextually relevant, omni-channel, and specific to the physical environment. Our approach is consultative, tech-agnostic, and solution centric. Our capabilities are end-to-end with the ability to deploy at scale - whether its thousands of locations or a single flagship experience.

We specialize in key verticals including Automotive, C-Store, QSR, Heath Care, Retail, and Sports & Entertainment with extensive experience in how digital transforms these environments. Our purpose-built CMS software and ad-revenue / monetization platforms are considered best in class and serve as the backbone for successful installations and ongoing support. Visit  for our full story.

The Support Specialist, Level I, is responsible for the management and issue resolution of customer networks.

The position will be responsible for generating, prioritizing and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problemanddispatchasrequired.

Thisrolewilldirectrequeststo Level IIorIIISupportteams,PMOgroup, or to dispatched field service technicians, and notify appropriate parties for parts ordering.

Additionally, the Support Specialist will retain overall ownership of the fault report, unless relieved by senior staff.

The Support Specialist will monitor actions, progress, SLAs, and perform proactive escalations when problems are identified. The position will also be required to provide certain administrative activities such as the review and quality control of tickets. Other admin activities may include customer information and documentation updates such as Customer Service Manuals and customer contact lists; based on information provided to us.

In addition, the Support Specialist is responsible for receipt and ownership of customer service requests, administration of tickets within the service management system and monitoring of field and logistics requirements.

• Dailyclientnetworkandend-point monitoring
• Inboundcallande-mailansweringinwhichclientsreportissues, answeringcallswithincontracted SLA and company standards
• Remotetroubleshootingofclientsystems,standardscriptwillbeprovidedfortroubleshooting/call routing
• Closingandcompletingservicetasks,recordingalldetailsoncompletedserviceorders
• Maintainingcommunicationwithclientthroughoutserviceprocess
• Escalation to Level2and3
  
  Support teams
• EnsuringcustomerSLAisupheld
• Dispatchingtechnicianswhensitevisitsarerequired,mustbecapableoforganizingand communicating service technician and external subcontractor schedules
• Working with field service technicians for troubleshoot visits and installations, ensures that all documentation/reportingdeliverablesareavailabletocustomerasrequiredperthecontractor SOW
• Contacting and working with vendors to assist with warranty claims and replacements
• Creationofquotesforreplacingfailedequipmentthatisoutofwarranty
• Followcompanybillingprocessonserviceticketsforallapprovedquotes
• Ticketmaintenanceandreporting
• Mustbecapableofsittingforextendedperiodsoftime,readingcomputerscreens
• On-Call Rotation

• 2+yearsofpreviousexperienceinahelp-desk/callcenterenvironmentwithITindustryexperience preferred
• Diploma or equivalent required
• KnowledgeofvariousoperatingsystemsandbasicITterminology;
  
  Window,iOS,Linuxandmore
• Familiarity with Microsoft Office applications (Word,Excel,Outlook)
• Comfortablewithmulti-linephonesystems,familiaritywithticketmanagementand/orCRM system preferred
• ComputerknowledgeandfamiliaritywithPCandAudio/Visualhardwareandcomponentsarea must
• Networking and IT experience preferred
• Strongverbalandwrittencommunicationskills
• Well-organizedandabletomulti-task
• Interpersonal skills and willingness to work in a team environment

The ideal candidate represents these six core values:

• Passionate: We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and have fun along the way!
• Respectful:We value diversity, merit and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that…