Technical Support Specialist

Newline Interactive – Americas; Allen (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Free lunch every day!

Onsite gym

401(k) plan with company match

Paid holidays and PTO

Annual company-paid vacation

Job summary

Newline Interactive – Americas is seeking a Technical Support Specialist to enhance customer service by resolving issues related to their interactive solutions. The role involves troubleshooting hardware and software for both clients and internal staff, contributing to product improvements, and ensuring excellent customer service. Success in this role requires strong communication skills and a solid technical background in supporting various systems.

Qualifications

• 1–3 years of technical support experience preferred.
• Familiarity with hardware solutions such as interactive displays.
• Working knowledge of operating systems including Windows, Android, MacOS, and iOS.
• Understanding of basic networking concepts.
• Strong communication and documentation skills.

Responsibilities

• Provide solutions to clients by identifying issues and walking them through corrective steps.
• Remotely troubleshoot or resolve hardware and software problems using system tools.
• Support both external customers and internal employees through helpdesk platforms.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Detail-oriented

Education

Bachelor's degree

Tools

Microsoft 365

Google Workspace

Job description

Direct message the job poster from Newline Interactive – Americas

Job Type: Full-Time

Newline Interactive is an interactive solutions company that is changing the way organizations communicate and collaborate, while also improving teaching and learning in the classroom. We do this by combining world-class interactive touch displays with the world’s easiest-to-use software—and backing our solutions with the best support team in the business. At Newline, we help our customers Make An Impact!

https://newline-interactive.com/usa/our-awards/

Why Join Newline?

• Free lunch every day!
• Onsite gym
• Onsite golf simulator and mini golf
• 65% company-paid health insurance
• Dental, vision, life, and disability insurance
• 401(k) plan with company match
• PTO, sick days, and paid holidays
• Annual company-paid vacation for you and a guest (past trips include Miami, Cabo, Costa Rica, and more!)

Job Description

As a Technical Support Specialist, you will be on the front lines of customer service, helping our partners and end-users resolve issues and get the most out of their Newline products. You’ll provide remote troubleshooting and support via phone and our cloud-based ticketing system, ensuring timely, professional resolutions for both hardware and software-related concerns.

Support responsibilities include:

• Managing inbound support requests via a phone call queue and responding through our ticket management system to ensure all customer issues are tracked, prioritized, and resolved.
• Providing technical assistance for Newline’s interactive hardware (e.g., IFPs, cameras, OPS devices) and software platforms (e.g., Newline Cast, Broadcast, Display Management).
• Assisting internal staff with IT-related issues—including basic troubleshooting for Office 365, Google Workspace, and VOIP phone systems.

You’ll also contribute to internal product improvements, customer training initiatives, and continuous learning to ensure you’re always up to speed with our latest technologies.

Responsibilities

• Provide solutions to clients by identifying issues, researching answers, and walking them through corrective steps.
• Remotely troubleshoot or resolve hardware and software problems using system tools and customer interaction.
• Support both external customers and internal employees through helpdesk platforms and phone-based queue systems.
• Gain deep technical knowledge of all Newline solutions and apply this understanding to resolve support cases effectively.
• Participate in development of client-facing training materials and knowledge base articles.
• Identify recurring issues and contribute feedback for product improvement and internal escalation processes.
• Manage multiple tasks and prioritize in a fast-paced environment while maintaining a high standard of customer service.

Desired Skills & Experience

• 1–3 years of technical support experience preferred; help desk experience a strong plus.
• Familiarity with supporting hardware solutions such as interactive displays, peripherals, or AV systems.
• Working knowledge of operating systems including Windows, Android, MacOS, and iOS.
• Experience with cloud-based tools such as Microsoft 365 and Google Workspace.
• Understanding of basic networking concepts including LAN/Wi-Fi troubleshooting.
• Strong communication and documentation skills.
• Detail-oriented with a strong sense of accountability and follow-through.
• Bachelor’s degree required or currently pursuing.
• 401(k) + Company Match
• Paid Holidays and PTO
• Life & Disability Insurance
• Annual All-Inclusive Company Trip
• Referral Program

Schedule:

Typical work hours are between 8:00 a.m. and 5:00 p.m., Monday through Friday.

Some additional hours may be required during peak periods throughout the year.

Newline Interactive is an Equal Opportunity Employer.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Technology, Information and Media

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