Support Specialist

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.

Job Description

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 problem and dispatch as required. This role will direct requests to Level II or III Support teams, PMO group, 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.

• Daily client network and end-point monitoring
• Inbound call and e-mail answering in which clients report issues, answering calls within contracted SLA and company standards
• Service ticket generation
• Remote troubleshooting of client systems, standard script will be provided for troubleshooting/call routing
• Closing and completing service tasks, recording all details on completed service orders
• Maintaining communication with client throughout service process
• Escalation to Level 2 and 3 Support teams
• Ensuring customer SLA is upheld
• Dispatching technicians when site visits are required, must be capable of organizing and communicating service technician and external subcontractor schedules
• Working with field service technicians for troubleshoot visits and installations, ensures that all documentation/reporting deliverables are available to customer as required per the contract or SOW
• Contacting and working with vendors to assist with warranty claims and replacements
• Creation of quotes for replacing failed equipment that is out of warranty
• Follow company billing process on service tickets for all approved quotes
• Ticket maintenance and reporting
• Must be capable of sitting for extended periods of time, reading computer screens
• On-Call…