Digital Customer Support Representative

The Digital Customer Support Representative at Adrenaline is responsible for monitoring, maintaining, and supporting Adrenaline Digital Signage systems. This role involves proactively identifying and troubleshooting player issues, responding to alerts, escalating incidents when necessary, and ensuring system uptime and performance. The Digital Customer Support Representative collaborates with Field Service teams and external vendors to resolve service disruptions and performs routine maintenance to ensure network reliability. Strong analytical skills, attention to detail, and the ability to work under pressure are essential in this position.

Accountabilities

• Open initial service instances with a service ticket.
• Contact site for specific troubleshooting situations.
• Walk through on system reboots as required.
• Offer first line troubleshooting support.
• Answer and close routine inquiries.

Responsibilities

• First responder for reports of system trouble received from client email or phone call.
• Setup and ship hardware for service and installation needs.
• Coordinate with Network Operations Manager on broader issues.
• Manage Field Support schedules and site visits with Tech labor partner.
• Assist Field Support team when required on field service visits.

Qualifications

• 2+ years’ professional, customer service experience with a technology company
• Excellent communication skills
• Ability to multi-task effectively
• Highly driven and self-motivated
• Ability to accurately report on field situations
• Attention to detail coupled with sense of urgency
• Function well within a team environment
• Attention to detail

Adrenaline is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. All employment decisions at Adrenaline are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Adrenaline will not tolerate discrimination or harassment based on any of these characteristics.