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ScreenCloud

Level 2 Technical Support

Customer Success · Belfast, Antrim
Department Customer Success
Employment Type Full time
Minimum Experience Mid-level

ScreenCloud helps businesses communicate better with their teams and customers using simple digital signage software. Think of us as the operating system for all the screens at a company.

We have over 8000 customers around the world, including household names like Amazon, BBC, Sonos, Dropbox, and Uber.

We’re a globally distributed team – with offices in London, Belfast, Los Angeles and Bangkok. About a third of the ScreenCloud team work remotely from their homes, cafes or the beach.

 

This is a great time to come on board. We’re well-funded, have a growing customer base, and are established as an excellent educator. Our vision is to be the go-to brand for learning about digital signage. This is a chance to assist with our ambitious brand plans, it’s going to be quite an adventure.

 

https://screencloud.com



Key experience we’re looking for: 

 

  • Good technical knowledge

  • Ability to remotely troubleshoot issues

  • Communicates effectively in both oral and written form

  • Customer orientation and ability to adapt/respond to different types of characters

  • Ability to multi-task, prioritize, and manage time effectively

 

This role will ideally suit someone who has worked previously in a support environment and is capable of handling the pressure of being able to debug and report issues to the appropriate

teams.




Requirements:

 

  • Provide remote and face-to-face technical support.

  • Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.

  • Maintain accurate records of all issues with resolution and contact details.

  • Make continual improvements to procedures and documentation.

  • Automate workflows via scripting and active directory group policy.

  • Provide an effective interface between users and service providers supplying all

necessary diagnostic information according to procedures.

  • Ensure technical queries not progressing are escalated.

  • Ability to replicate problems and log them in our tracking software.

  • Such other responsibilities that may be reasonably assigned from time to time.



 

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  • Location
    Belfast, Antrim
  • Department
    Customer Success
  • Employment Type
    Full time
  • Minimum Experience
    Mid-level