Technical Support Associate Jobs in Middletown, NY

Kollins Communications is seeking a friendly, dependable Digital Signage Technical Support Agent to join our Digital Services team in Ramsey, NJ. In this role, you’ll be the friendly voice on the phone for store associates and third-party labor nationwide who call in when a digital screen or in-store kiosk isn’t working right.

This is a customer service role, you’ll listen closely, ask the right questions, and walk callers through simple, guided steps to get their screens back up and running, creating and tracking a service ticket the whole way through.

The ideal candidate has real phone-based troubleshooting experience, along with a warm, patient phone manner and genuinely enjoys helping people. You should be comfortable following a troubleshooting script, as well as digging into a problem and thinking through solutions with a caller.

What You’ll Do

• Answer inbound calls and emails from field reps reporting issues with digital signage and in-store displays
• Ask clear, simple questions to pinpoint the issue (Is it powered on? Is it plugged in? What does the screen show?)
• Guide callers step-by-step through basic fixes like power cycling, checking cables, and restarting equipment
• Create and update service tickets with clear notes, and follow up with callers until the issue is resolved
• Track open tickets to ensure timely resolution
• Escalate more complex or hardware-related issues to the appropriate technical team
• Maintain a calm, friendly, and professional tone with every caller, including those who are frustrated or in a hurry
• Follow call scripts and troubleshooting checklists for common issue types, using judgment on issues that don’t fit the standard script
• Follow company policies, procedures, and best practices

What We’re Looking For

• 1+ year in customer service or technical support experience (or equivalent education/experience)
• Excellent phone communication skills: friendly, clear, and patient
• Comfortable following step-by-step troubleshooting scripts
• Comfortable using Microsoft Office (Outlook, Word, Excel) and comfortable navigating multiple systems while on a call
• Organized, detail-oriented, and able to multitask across multiple calls and tickets
• Reliable, punctual, and a team player

Nice to Have (Not Required):

• Experience supporting hardware, electronics, or connected devices via phone calls
• Experience with any ticketing or CRM system (Zendesk, Salesforce, ServiceNow, etc.)
• Curiosity about technology

Why Join Kollins Communications?

• Hands-on experience with cutting-edge video and signage technology
• Opportunity to grow in the professional video and digital signage industry
• Collaborative team environment with training and career development

Kollins Communications has been helping companies bring ideas to life for more than 50 years, supporting projects that range from creative marketing communications to large-scale retail technology deployments. Founded in 1974, as RJ Martin Company, the company has grown alongside the technologies used to communicate with audiences — from early multimedia and video production to today’s digital signage networks, immersive media, and connected retail display systems.
Our team works with businesses and organizations that need practical solutions and reliable partners. That work ranges from supporting technology installed across retail stores nationwide to producing video, experiential media, and marketing communications for a wide variety of clients.
The work itself is varied and keeps things interesting. One day we may be coordinating systems installed in retail locations across the country, and the next we might be producing content for a motorsports brand or helping a local beach bar promote its next event. The common thread is a group of smart, curious people who enjoy solving problems and working together.
Our services include experiential video, e-media, digital signage systems, web support, photography, printed materials, retail point-of-sale displays, and trade show and event support. Learn more at www.kollins.com.
Kollins Communications is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. Employment decisions are made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin or ancestry, citizenship, disability, military status, or any other characteristic protected by law.