Technical Support SpecialistNewline Interactive Americas • Allen, TX, United States
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Technical Support Specialist
Newline Interactive Americas • Allen, TX, United States
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job_description.job_card.job_descriptionManaging inbound support requests via a phone call queue and responding through our ticket management system to ensure all customer issues are tracked, prioritized, and resolved. Providing technical assistance for Newlines interactive hardware (e.g., IFPs, cameras, OPS devices) and software platforms (e.g., Newline Cast, Broadcast, Display Management). Assisting internal staff with IT-related issuesincluding basic troubleshooting for Office 365, Google Workspace, and VOIP phone systems. Provide solutions to clients by identifying issues, researching answers, and walking them through corrective steps. Remotely troubleshoot or resolve hardware and software problems using system tools and customer interaction. Support both external customers and internal employees through helpdesk platforms and phone-based queue systems. Gain deep technical knowledge of all Newline solutions and apply this understanding to resolve support cases effectively. Participate in development of client-facing training materials and knowledge base articles. Identify recurring issues and contribute feedback for product improvement and internal escalation processes. Manage multiple tasks and prioritize in a fast-paced environment while maintaining a high standard of customer service. 13 years of technical support experience preferred; help desk experience a strong plus. Familiarity with supporting hardware solutions such as interactive displays, peripherals, or AV systems. Working knowledge of operating systems including Windows, Android, MacOS, and iOS. Experience with cloud-based tools such as Microsoft 365 and Google Workspace. Understanding of basic networking concepts including LAN / Wi-Fi troubleshooting. Strong communication and documentation skills. Detail-oriented with a strong sense of accountability and follow-through. Bachelors degree required or currently pursuing. 401(k) + Company Match Paid Holidays and PTO Life & Disability Insurance Annual All-Inclusive Company Trip Referral Program
Direct message the job poster from Newline Interactive Americas
Job Type : Full-Time
Newline Interactive is an interactive solutions company that is changing the way organizations communicate and collaborate, while also improving teaching and learning in the classroom. We do this by combining world-class interactive touch displays with the worlds easiest-to-use softwareand backing our solutions with the best support team in the business. At Newline, we help our customers Make An Impact!
Why Join Newline?
- Free lunch every day!
- Onsite gym
- Onsite golf simulator and mini golf
- 65% company-paid health insurance
- Dental, vision, life, and disability insurance
- 401(k) plan with company match
- PTO, sick days, and paid holidays
- Annual company-paid vacation for you and a guest (past trips include Miami, Cabo, Costa Rica, and more!)
Job Description
As a Technical Support Specialist , you will be on the front lines of customer service, helping our partners and end-users resolve issues and get the most out of their Newline products. Youll provide remote troubleshooting and support via phone and our cloud-based ticketing system, ensuring timely, professional resolutions for both hardware and software-related concerns.
Support responsibilities include :
Youll also contribute to internal product improvements, customer training initiatives, and continuous learning to ensure youre always up to speed with our latest technologies.
Responsibilities
Desired Skills & Experience
Schedule :
Typical work hours are between 8 : 00 a.m. and 5 : 00 p.m., Monday through Friday.
Some additional hours may be required during peak periods throughout the year.
Newline Interactive is an Equal Opportunity Employer.
Seniority level
Seniority level
Associate
Employment type
Employment type
Full-time
Job function
Job function
Customer Service and Information Technology
Industries
Technology, Information and Media
Referrals increase your chances of interviewing at Newline Interactive Americas by 2x
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