Technical Service Representative

At TouchSource, we do things differently. We believe in excellence and execution. We create partnerships and collaborate transparently to deliver a different kind of experience for our customers. We believe in simplicity. We’re a good partner to our customers. And we bring innovation to everything we do. Just ask the 11,000 customers we’ve proudly served the TouchSource way.

We’re a Colorado-based company in the Property Technology industry. And we’re growing by double digits because the market is hot, changing rapidly and we’re the market leader.

TouchSource is seeking a dynamic and detail-oriented Program Manager to lead the successful execution of our retail digital signage installations. This role is ideal for a proactive, tech-savvy professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences. You will manage multiple concurrent projects, serve as the primary point of contact for strategic retail clients, and collaborate cross-functionally to ensure seamless deployments from kickoff through post-installation support. This position blends project management, technical coordination, and strategic account management to drive customer satisfaction, retention, and revenue growth.

To perform this job successfully, an individual must be able to perform each essential function mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Necessary accommodations will be provided in compliance with the Americans with Disabilities Act and state or local law. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

 Essential Functions:  

• Provide technical support to customers via a ticketing system, email, and phone 
• Act as a direct point of contact for customers, delivering professional, courteous, and clear communication at all times 
• Troubleshoot and resolve issues across Windows and Linux operating systems 
• Diagnose and resolve network connectivity issues including WiFi, Ethernet, DNS, and DHCP 
• Support hardware devices, peripherals, and embedded systems through remote triage and guided troubleshooting 
• Perform remote diagnostics and remediation using remote access and remote monitoring tools 
• Provide remote-only troubleshooting and guidance; coordinate with customer onsite contacts or third-party technicians when hands-on assistance is required 
• Analyze logs, system metrics, and error conditions to determine root cause 
• Assist in troubleshooting web-based applications and services (CMS/admin portals), including basic web server, browser, and rendering issues 
• Troubleshoot digital signage playback issues (content scheduling, player health, codecs, resolution/orientation, and display connectivity) 
• Escalate complex or systemic issues and collaborate with Engineering, Networking, and Operations teams 
• Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions 
• Contribute to internal documentation, knowledge base articles, and standard operating procedures 
• Identify recurring issues and recommend automation, tooling, or process improvements 
• Participate in scheduled support coverage and on-call rotations as required

Essential Qualifications: 

• 5+ years of experience in a technical support, systems support, or help desk role 
• Strong working knowledge of Linux & Windows desktop operating systems 
• Solid understanding of networking fundamentals including TCP/IP, WiFi, DNS, and DHCP 
• Basic understanding of HTML and CSS, including how web pages are structured and rendered 
• Basic familiarity with web servers such as IIS and/or NGINX 
• Experience using remote access and support tools such as BeyondTrust / Bomgar 
• Experience with Remote Monitoring & Management (RMM) platforms 
• Experience working with Salesforce or similar CRM / case management systems 
• Proven ability to communicate clearly and professionally with customers via email and phone 
• Strong analytical, troubleshooting, and documentation skills 
• Familiarity with AI tools for troubleshooting, analysis, summarization, or automation 
• Customer-first mindset with strong interpersonal and communication skills 

Preferred Qualifications: 

• Experience supporting large fleets of distributed or remote devices 
• Familiarity with digital signage ecosystems (players/media devices, content management systems, scheduling, and display hardware) 
• Experience with cloud platforms such as AWS or Azure 
• Basic scripting or automation experience using PowerShell, Bash, or Python 
• Experience creating or consuming reports and dashboards related to system health or support metrics 

Success In This Role:

• Customers receive timely, clear, and professional support. 
  • Technical issues are resolved efficiently with well-documented root cause analysis. 
  • Strong ownership of issues from first contact through resolution. 
  • Clear communication with customers and internal teams. 
  • Proactive identification of trends, improvements, and opportunities for automation. 

What We Offer 

• Competitive salary and bonuses based on achievable goals.
• Healthcare benefits including Health, Dental, Vision, Life Insurance, HSA/FSA, & Employee Assistance Program.
• 401k with employer matching.
• Paid Time Off.
• Paid holidays.
• Growth opportunities that accompany a high growth organization.
• Training in top shelf business, software and B2B practices from Fortune 500 executives.
• Fun and supportive work environment.
• Top-rated company culture.

What We Do

TouchSource is your proven partner in effortless place-based communications. We enable you to build a sense of place that forges human connections with compelling digital experiences that evolve with the needs of your community. Our turnkey solutions combine user-friendly feature-rich software, digital designs, unlimited remote support, and turnkey hardware for hassle-free upkeep. Effortlessly manage multiple buildings and displays through our user-friendly, intuitive dashboard designed for multi-building, multi-unit enterprises. Our high-quality integrated solutions are installed by professionally certified experts and backed by the industry’s best warranty services. Over 145 million square feet served. www.touchsource.com

Job Type: Full-time

Pay: $58,000.00 – $80,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Travel:

• There is minimal travel required for this position.

Work Location:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic and office equipment. This is a hybrid role located in Lafayette CO. To ensure good communication, the employee must be in-person in the office a minimum of 2 days per week plus attendance at additional in-person meetings as required.

How to Apply:

• Email info@touchsource.com