• Provide end user support by responding to technical inquiries and troubleshooting technical issues. • Communicate with customers to quickly get to the root cause of their problem and provide timely and accurate feedback. • Conduct follow-ups with customers to ensure that their problem has been resolved to their satisfaction. • Utilize ticketing system (Freshdesk) to track customer issues and resolutions. • Document all customer interactions to maintain a comprehensive history of customer cases. • Perform other ad-hoc tasks as needed.

• Build and expand upon professional excellence in support service to customers • Ensure customer delight by meeting or exceeding internal KPI targets • Maintain a professional, courteous, and customer-first attitude while working on chats, phones & tickets • Play a pivotal role in keeping businesses running smoothly & securely • Build lifelong relationships with clients

Overview Location: Remote (EST timezone) Job Type: Full time / Contract Work Authorization: No Sponsorship The A.C.Coy company has an immediate opening for a Technical Support - Digital Signage consultant. Ideal candidates must have 3+ years of experience supporting a digital signage or internal communication platform. Responsibilities - Participate in the global deployment of a digital signage platform - Provide post go-live support (will provide ticket support for all user issues) - Post-Installation configuration and support of Digital Signage display devices - Daily monitoring to ensure all devices are up and running - Interact with local IT support teams to confirm resolution of issues, update user list/device owner - Create/execute/validate test plans for platform software upgrades - Account set up and permission creation for new users - Maintain/Update Documentation - Train new users on content management system software (log ins, add slides, adding/saving content, etc.) Qualifications Education: - Bachelor's degree or equivalent experience Experience Required: - Supporting a digital signage (Poppulo, Appspace, etc.) or internal communication platform (intranet) - 3+ years - Experience creating/executing test plans for digital signage platform - 3+ years - Experience working with 3rd party vendors to resolve escalated issues - Providing support and communicating with non-technical users - Change management and governance

• Provide first-level escalation support for critical incidents • Serve as the subject matter expert for assigned customer accounts • Identify the root causes of problems and implement corrective actions • Deliver ongoing recommendations for continual service improvement • Act as the primary point of escalation for field technicians • Monitor and ensure the quality of technician performance • Collaborate with customers and end users to resolve technical issues • Conduct technical readiness calls with field technicians • Support a variety of customer-provided equipment and solutions • Maintain a customer-focused approach