Technical Service Representative

Technical Service Representative

Touch Source is seeking a dynamic and detail‑oriented Program Manager to lead the successful execution of our retail digital signage installations. This role is ideal for a proactive, tech‑savvy professional who thrives in a fast‑paced environment and is passionate about delivering exceptional customer experiences.

• Provide technical support to customers via a ticketing system, email, and phone
• Act as a direct point of contact for customers, delivering professional, courteous, and clear communication at all times
• Troubleshoot and resolve issues across Windows and Linux operating systems
• Diagnose and resolve network connectivity issues including WiFi, Ethernet, DNS, and DHCP
• Support hardware devices, peripherals, and embedded systems through remote triage and guided troubleshooting
• Perform remote diagnostics and remediation using remote access and remote monitoring tools
• Provide remote‑only troubleshooting and guidance; coordinate with customer onsite contacts or third‑party technicians when hands‑on assistance is required
• Analyze logs, system metrics, and error conditions to determine root cause
• Assist in troubleshooting web‑based applications and services (CMS/admin portals), including basic web server, browser, and rendering issues
• Troubleshoot digital signage playback issues (content scheduling, player health, codecs, resolution/orientation, and display connectivity)
• Escalate complex or systemic issues and collaborate with Engineering, Networking, and Operations teams
• Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions
• Contribute to internal documentation, knowledge base articles, and standard operating procedures
• Identify recurring issues and recommend automation, tooling, or process improvements
• Participate in scheduled support coverage and on‑call rotations as required

• 5+ years of experience in a technical support, systems support, or help desk role
• Strong working knowledge of Linux & Windows desktop operating systems
• Solid understanding of networking fundamentals including TCP/IP, WiFi, DNS, and DHCP
• Basic understanding of HTML and CSS, including how web pages are structured and rendered
• Basic familiarity with web servers such as IIS and/or NGINX
• Experience using remote access and support tools such as Beyond Trust/Bomgar
• Experience with Remote Monitoring & Management (RMM) platforms
• Experience working with Salesforce or similar CRM / case management systems
• Proven ability to communicate clearly and professionally with customers via email and phone
• Strong analytical, troubleshooting, and documentation skills
• Familiarity with AI tools for troubleshooting, analysis, summarization, or automation
• Customer‑first mindset with strong interpersonal and communication skills

• Experience supporting large fleets of distributed or remote devices
• Familiarity with digital signage ecosystems (players/media devices, content management systems, scheduling, and display hardware)
• Experience with cloud platforms such as AWS or Azure
• Basic scripting or automation experience using Power Shell, Bash, or Python
• Experience creating or consuming reports and dashboards related to system health or support metrics

• Customers receive timely, clear, and professional support.
  
  • Technical issues are resolved efficiently with well‑documented root cause analysis.
  
  • Strong ownership of issues from first contact through resolution.
  
  • Clear communication with customers and internal teams.
  
  • Proactive identification of trends, improvements, and opportunities for automation.

• Competitive salary and bonuses based on achievable goals.
• Healthcare benefits including Health, Dental, Vision, Life Insurance, HSA/FSA, & Employee Assistance Program.
• 401k with employer matching.
• Paid Time Off.
• Paid holidays.
• Growth opportunities that accompany a high growth organization.
• Training in top shelf business, software and B2B practices from Fortune 500 executives.
• Fun and supportive work environment.
• Top‑rated company culture.

Job Type: Full‑time

Pay: $58,000.00 – $80,000.00 per year

• 401(k)
• 401(k) matching
• De…