Remote Technical Support Engineer

Daktronics

1d•$24 - $25•Remote

About The Position

When you work at Daktronics, you’ll be part of something amazing. We design, engineer, manufacture and support bold, eye-catching digital LED display technology and audio systems. Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work and play. As part of the Daktronics team, you’ll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits – and the people are second to none. What will the work look like for me? You’re a problem-solver and amazing with customers! You’re captivated by the way things work and can troubleshoot across systems and applications, analyze, and resolve a variety of complex technical issues, and comfortably navigate various software environments. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You’re not only here to help solve technical issues but also provide an incredible customer experience. You have a personal commitment to success and are motivated by career growth potential. If this sounds like you, you could be the next Daktronics Remote Technical Support Engineer. Various shifts and schedules are available and could fluctuate depending on geographic location, seasonality of events, and changes in customer demand. We have been delivering innovative LED video, messaging, and scoring solutions for 55 years and are a certified “Great Place to Work”. We partner with clients to deliver integrated audio-visual solutions, backed by the industry’s most experienced and qualified service teams. From hometown retailers to major league stadiums to international shopping centers, let’s light the world one LED display at a time. Customers and Events Daktronics Supports: Exciting major league customers such as the Texas Rangers, New England Patriots, Denver Broncos, Seattle Kraken, Oklahoma City Thunder, Los Angeles Clippers, and dozens more. Delivered exciting fan experience at 18 of the last 19 NFL championship games using our LED solutions and control systems. International Spectaculars and Sports Venues such as Piccadilly Circus, Estadio Santiago Bernabéu, Tottenham Hotspur Stadium, Optus Stadium, Qatar Foundation Stadium, Khalifa Stadium, Singapore Sports Hub, The Venetian Macau, Adelaide Oval, and many others. A wide variety of other customers from Times Square to the Las Vegas Strip, shopping centers and casinos, including the world's largest sports book at Circa Las Vegas, airports like LAX and Denver, gas stations, government facilities, military installations, and digital billboards.

Requirements

Associate degree required, bachelor’s degree preferred. Ideal majors contain course work in electronics, networking, or computers. Examples include Information Systems, Network & Security Administration, Electronics Technology, Electronics Engineering Technology, Computer Engineering Technology. Will consider non-technical majors with previous experience demonstrating technical learning ability and aptitude.
Previously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical ability.
Demonstrated experience interacting with a variety of individuals in a positive, professional manner. Previous customer service and/or phone/call center experience preferred.
Effectively exercise discretion, independent judgment, and responsible time management.
Comfortable working independently from a home office location.
Strong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systems.
Ability to travel to South Dakota up to twice per year for training.
The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employment. This requirement will be verified through a motor vehicle record (MVR) check conducted in accordance with applicable federal, state, provincial, and local laws.
Fluent in English, written and verbal.
Applicants must be 18 years of age or older.
Daktronics does not sponsor, renew, or extend immigration visas for this position.

Nice To Haves

Previous customer service and/or phone/call center experience preferred.

Responsibilities

Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations.
Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail.
When needed, collaborate with a team to resolve, or escalate product issues.
Periodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work could vary based on geographical location and seasonality).
Actively create and update knowledge base articles for internal and external uses.
Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions.
Perform shift work and participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays.
Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers.

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