Support Specialist

Creative Realities Inc; Berrytown (KY); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Disability insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Holiday pay

Job summary

Creative Realities Inc. is seeking a Support Specialist, Level I in Louisville, KY. This role manages customer networks, processes tickets, and performs basic diagnostics.

You will coordinate with Level II/III, PMO, and field technicians to ensure timely resolutions and strong customer satisfaction. Responsibilities include monitoring SLAs, performing remote troubleshooting, creating service orders, and maintaining thorough documentation.

Qualifications

• 2+ years in help-desk/call-center IT environment preferred.
• Diploma or equivalent required.
• Knowledge of Windows, iOS, Linux and more.

Responsibilities

• Monitor client networks and end-point activity.
• Answer inbound calls and emails within SLA and standards.
• Remote troubleshooting with standard scripts and routing.
• Close and document service tasks with detailed records.
• Maintain communication with clients throughout the service process.
• Escalate to Level2/3 Support when needed.
• Dispatch technicians for on-site visits and coordinate schedules.
• Work with field techs for troubleshooting and installations.
• Assist with warranty claims and replacements with vendors.
• Create quotes for replacing out-of-warranty equipment.
• Adhere to company billing on approved quotes.
• Ticket maintenance and reporting.

Skills

Verbal communication

Written communication

Multi-tasking

Team player

Customer service

Networking knowledge

Windows

iOS

Linux

Education

Diploma or equivalent

Tools

CRM system

Ticket management

Job description

Creative Realities Inc, Louisville, KY, US

3 days ago Requisition ID: 1068

Salary Range: $20.00 To $20.00 Hourly

AboutCreativeRealities

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 www.CRI.com for our full story.

AboutthePosition

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.ThisrolewilldirectrequeststoLevel 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.

Key Responsibilities

• Dailyclientnetworkandend-pointmonitoring
• Inboundcallande-mailansweringinwhichclientsreportissues, answeringcallswithincontracted SLA and company standards
• Remotetroubleshootingofclientsystems,standardscriptwillbeprovidedfortroubleshooting/call routing
• Closingandcompletingservicetasks,recordingalldetailsoncompletedserviceorders
• Maintainingcommunicationwithclientthroughoutserviceprocess
• EscalationtoLevel2and3Supportteams
• 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

EducationandExperience

• 2+yearsofpreviousexperienceinahelp-desk/callcenterenvironmentwithITindustryexperience preferred
• Diploma or equivalent required
• KnowledgeofvariousoperatingsystemsandbasicITterminology;Window,iOS,Linuxandmore
• FamiliaritywithMicrosoftOfficeapplications(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

Core Values

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 reflects these values.
• Do the Right Thing: We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.
• Helps First:We are stronger when we work together. We help first—whether it’s with our clients or our internal teams.
• Nimble Minded:When conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.
• Expects Excellence:We will measure performance and are accountable for results. We are committed to getting it right.

Company paid individual portion of Medical, Life, Long and Short-Term Disability insurances; access to participate in company Dental and Vision insurance programs; eligibility for a high-deductible health plan (HDHP) with HSA option, FSA, DCFSA; 401(k) program, including company paid match of up to 3% of annual salary; paid time off and holiday pay.

Thank you for your interest in Creative Realities! We look forward to hearing from you.