Technical Support Representative at George Patton Assoc Inc – Fall River, Massachusetts

D2G Group – Fall River, MA (Hybrid)

Full-Time | Monday – Friday | 11:30 AM – 8:00 PM

D2G Group is seeking a Technical Support Representative to provide technical assistance and exceptional customer service to our customers using digital display products and systems. In this role, you will troubleshoot hardware and software issues, guide customers through product setup and features, and help ensure they successfully manage their digital signage solutions.

Support is provided through phone, chat, and email in a fast-paced environment where strong communication and problem-solving skills are essential.

This position begins with two weeks of in-house training at our Fall River, MA location, followed by a primarily remote schedule with one on-site day per month for team collaboration and training.

• Monday – Friday

• 11:30 AM – 8:00 PM

• 40 hours per week

• First 2 weeks on-site training, then primarily remote

• One on-site day per month required

• Troubleshoot customer issues related to digital hardware including LCD displays, LED displays, and media players.

• Provide support for digital software and operating systems including Android OS, NovaStar, DisplayIt Xpress, DiviEx, and related platforms.

• Identify and resolve customer issues by determining root causes and providing effective solutions.

• Document service calls, service parts usage, and technical support interactions.

• Initiate warranty service requests and coordinate technician dispatch when necessary.

• Escalate technical issues to internal teams when needed.

• Assist customers with product setup, optimization, and troubleshooting.

• Collaborate with internal teams to improve documentation and customer resources.

• Basic knowledge of Android OS, Windows OS, and NovaStar preferred

• Strong communication and troubleshooting skills

• Ability to multi-task and manage time effectively

• Strong attention to detail

• Positive attitude with a strong customer-first mindset

• Ability to work both independently and collaboratively

• 2+ years of experience in a technical support role (phone, email, or chat-based support preferred)