Technical Support Representative
About The Position
Yodeck is a fast-growing Software-as-a-Service company focused on the digital signage industry. Its solution supports more than 200,000 screens in businesses and organizations around the world. The Technical Support Representative is the first technical responder for Yodeck customers and an entry-level role in the technical support track. The representative investigates and resolves issues such as offline players, content that will not load, and schedules that run incorrectly, using troubleshooting playbooks, remote sessions, and systematic diagnosis. The role supports customers worldwide on weekly rotating shifts: 10:00–18:00, 16:00–00:00, or 18:00–02:00 Athens time. During the first 90 days, the representative completes product and troubleshooting onboarding, shadows customer conversations, and begins handling tickets with buddy and lead reviews. The role progresses to owning standard tickets independently and contributing an improvement to a playbook or help center article.
Requirements
- Comfort with core networking concepts, including LAN, DHCP, DNS, firewalls, proxies, and ports.
- Comfort with Linux and Windows operating systems.
- Genuine care for customers and patience explaining technical fixes in plain language.
- Ability to isolate causes systematically by forming and testing theories rather than guessing.
- Willingness to follow documented processes precisely and ask for help early when the process is insufficient.
- Master's or Bachelor's degree in Information Technology or relevant Computer Science.
- Excellent written and spoken English at C1 level or above.
Nice To Haves
- Previous helpdesk, technical support, or IT support experience.
- Hands-on experience with Raspberry Pi or Linux.
- Experience with a ticketing platform such as Intercom, Zendesk, or Freshdesk.
- A second language, particularly German, French, Spanish, or Dutch.
Responsibilities
- Own incoming technical tickets from first response through confirmed resolution over chat, email, and phone.
- Diagnose player issues across Raspberry Pi, Android, Windows, and commercial Samsung and LG smart displays.
- Help customers troubleshoot network issues involving connectivity, DHCP, DNS, firewalls, proxies, and blocked hosts.
- Run remote sessions to help customers bring players online and configure them.
- Gather relevant details before troubleshooting, including device, operating system, app version, network setup, number of affected screens, and steps to reproduce the issue.
- Escalate issues to Engineering when documented troubleshooting paths are exhausted, including reproduction steps and customer impact.
- Handle conversations handed over by the AI support agent and flag opportunities to improve its answers or help center content.
- Keep tickets, statuses, and notes current, and raise SLA or churn risks to the lead early.
- Identify recurring questions, suspected bugs, and feature gaps for Product.
Benefits
- Competitive salary.
- Company-wide bonus scheme and stock option plan.
- Award-winning workplace recognized as the Best Workplace.
- Hybrid Work From Home policy.
- Office gym, nutritionist, and meal vouchers.
- Individual training budget for professional development.
- Private medical insurance plan.
- Fun and collaborative start-up environment with offices.
- Flexible working arrangements.
- Commuting expenses.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
