Service Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve client issues across audio-visual, networking, control, lighting, and surveillance platforms using remote management tools.

• Provide expert remote support to Daisy Technicians operating in the field.

• Escalate advanced troubleshooting issues prior to committing to a truck roll, including executing remote reboots and system resets.

• Utilize remote monitoring and web resource tools to proactively identify client needs.

• Open and manage a Dynamics case for every significant interaction, resolving and closing it or assigning it to a branch with comprehensive context.

• Create work orders, schedule bookings according to branch capacity, and confirm service details with clients.

• Brief assigned technicians with precise issue notes and onsite requirements.

• Manage case status and aging to ensure timely responses and thorough closeout.

• Summarize service visits, confirm resolution with clients, and schedule return visits as necessary.

• Track equipment repairs and replacements, arrange reinstallations, and update case status accordingly.

• Obtain client approval, collect payments by phone using Daisy payment links, and review completed service orders for accounting purposes.

• Establish trust with clients and de-escalate challenging situations via phone.

• Enroll clients in DaisyCare and explain the ongoing support programs available.

• Pre-qualify leads and direct them to the appropriate branch sales contacts.

• Identify service agreement and upgrade opportunities and refer them to sales.

• Maintain accurate client contacts, access details, credentials, and VIP information in Dynamics.

• Document every case with clarity and precision.

• Identify gaps in processes, systems, and training, and contribute to enhancing call-center and service-coordination procedures.

• Collaborate with branch service, sales, and trade partners to ensure seamless operation of client systems.

⛳️ Requirements

• High school diploma or equivalent is required.

• 3 to 5 years of experience in AV, networking, or technology integration, including significant remote or phone troubleshooting experience.

• Experience in a client-service environment catering to high-end clientele.

• Working knowledge of at least one major control platform: Control4, Savant, Crestron, URC, Josh.ai, or Elan.

• Solid understanding of networking fundamentals, including routing, switching, and Wi-Fi.

• Experience managing a service queue, encompassing scheduling, dispatch coordination, and follow-through to resolution.

• Proficiency with CRM-based case management; familiarity with Dynamics 365 is a plus.

• Knowledge of telephony and messaging tools such as RingCentral and Beetexting.

• Professional phone etiquette and strong written communication skills.

• Ability to manage multiple communication channels simultaneously.

• Reliable high-speed internet connection; minimum recommended speeds are 100 Mbps down and 20 Mbps up.

• A quiet, dedicated workspace is essential.

• Availability to work scheduled shifts within Daisy Call Center hours, including rotating coverage as the function expands.

• Willingness to learn and support various control, networking, audio-video, lighting, surveillance, CRM, telephony, messaging, and payment platforms.

🏝️ Benefits

• 401(k)

• Competitive salary

• Dental insurance

• Health insurance

• Paid time off

• Parental leave

• Training & development

• Vision insurance

• Paid vacation and sick leave

• Opportunities for professional growth and industry certification, including manufacturer training pathways

• Daisy provides the computer, headset, and required software

• Referral Bonus for bringing in other team members

• Relocation Packages (as applicable) at hiring

• Certified Training programs – CEDIA and various manufacturer training, along with mentorship from Senior Technicians, branch, and company leadership

• Career pathways to mastery, leadership, and even Daisy ownership

• Rotational assignments in different locations and options to relocate to Daisies nationwide