Retail Media, Digital Signage Help Desk Specialist

Retail Media, Digital Signage Help Desk Specialist

NewGround Retail Media is provider of digital display technologies and services that provides point of sale electronic audio/video marketing in banks and credit unions. We have an installed network of over 600 sites throughout the country serving more than 150 clients. The company is an 8-year-old division of a firm offering a full range of branding, merchandising, retail development and design services exclusively to the financial services industry. NewGround Retail Media is considered one of the top four fastest growing companies in the St. Louis area. We’re looking for a energetic Help Desk Specialist.

In this role, the candidate will identify, prioritize, and find resolutions to system problems. Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved appropriately. This person may also be responsible for one or more of the following: Answer incoming calls. Provide technical support via the telephone in a professional and courteous manner to all clients. Analyze the cause of the problem to help implement solutions that will reduce system down time.

The ideal candidate will have a help desk or customer service background and must have experience in PC and technology support. i.e. Desktops, networking and connectivity, and large format video displays.

The position requires full use and application of standard troubleshooting principles and techniques. The job responsibilities will primarily be handling phone-based support for the NewGround digital signage system.

Responsibilities:
* Provide a professional, courteous and responsive first point of contact via telephone and e-mail support.
* Respond to generated trouble reports and service requests from clients
* Log and classify all inquiries, incidents and service requests in an Access database
* Answer and close routine inquiries using an Access database
* Provide first-tier and second tier support for routine system problems including PC reboots and signal mode of the screen.
REQUIREMENTS
Requirements:
* Strong Customer Service orientation, a willingness to go the extra mile for the customer
* Excellent communications skills, ability to listen carefully, ask good questions and accurately record the details of an inquiry, incident or service request; ability to gather relevant technical details from non-technical staff
* Excellent relationship skills with the ability to form a relationship with customers
* Broad computer and networking knowledge
*Some experience with A/V screens and connections
* Detail oriented with excellent organization and follow-up skills
* Ability to maintain a high level of professionalism, courtesy and responsiveness in high-pressure situations.



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