The Looma Project

Compensation

Full Description

Position Description Looma is hiring a part-time Network Support Specialist (W-2) to assist in supporting and maintaining our nationwide network of digital tablet displays installed in major retail environments. This role is a flex/coverage-based position, designed to help fill occasional open shifts within our Network Support team. This is an ideal role for someone who enjoys technical troubleshooting, strong documentation, and supporting a large-scale network of devices across major retail partners. What You'll Do As a Network Support Specialist, you will serve as a key support resource for our Field Operations Technicians and vendors by ensuring device issues are properly triaged, documented, and resolved efficiently. Key responsibilities include: Network Support & Troubleshooting Answer inbound support calls from Looma field technicians and third-party technicians Provide real-time troubleshooting assistance for tablets, mounting hardware, power issues, and connectivity failures Guide technicians through step-by-step troubleshooting while documenting outcomes clearly Confirm devices return online and verify successful resolution Monitor device status and respond to urgent outages or escalations Ticket Management & Documentation Create, update, and maintain support tickets in our ticketing system Add highly detailed notes for every call, check-in, and troubleshooting attempt so the next technician can clearly follow the ticket history Merge related tickets, emails, messages, and photos into parent tickets when needed Update ticket statuses promptly after technicians check out Close resolved tickets and complete the issue and resolution documentation accurately Ensure all calls are properly tagged and attributed to the correct ticket Communication & Workflow Support Maintain active availability during shifts through our call platform Communicate clearly and professionally with technicians, vendors, and Looma internal teams via Slack and email Review open support queues and triage unresolved requests Monitor and respond to voicemails as quickly as possible Escalate retailer voicemails to leadership when required Coordinate with the support team to ensure continuity between shifts Dispatch & Work Order Support Review and triage open repair order requests Assist with dispatch coordination and creation of Field Nation work orders when needed Monitor in-flight work orders and follow up on technician updates Ensure all required install and maintenance photos are submitted and reviewed Support dispatch timelines based on priority and downtime requirements Who You Are We’re looking for people who are: Highly organized – able to manage multiple tickets, calls, and priorities simultaneously Detail-oriented – documents clearly and thoroughly with strong follow-through Reliable – shows up on time for scheduled shifts and follows through on assigned tasks Responsive – able to support urgent troubleshooting needs in real time Calm under pressure – handles outages and escalations professionally Strong communicator – comfortable guiding technicians through troubleshooting over the phone Tech-savvy – confident troubleshooting digital devices, power issues, and connectivity failures Requirements Must be able to work as a W-2 employee (this is not a contractor or 1099 role) Experience supporting or troubleshooting digital technology in a help desk, IT support, or technical support environment (tablets, kiosks, POS systems, digital signage, or similar devices) Strong ability to write clear and detailed technical documentation Comfortable answering and managing support phone calls during assigned shifts Proficiency with Google Workspace (Drive, Calendar, Sheets) Comfortable using Slack for internal communication (experience preferred) Ability to learn and operate ticketing/call systems (Freshdesk/FreshCaller experience is a plus) Structure & Compensation This is a part-time, W-2 position with a $22/hour starting rate. Hours fluctuate based on operational demand. The expected workload averages approximately 10–20 total hours per month, with shifts typically ranging from 5–8 hours. Some weeks may have zero hours available. This person must be available to pick up occasional open shifts as needed. Our Values At Looma, we strive to be and/or create work that is: For You | Generous, generative, humble, in your corner Incisive | Pragmatic, wise, perceptive, insightful Beautiful & Clear | Polished, elegant, detailed, conveys a sense of craftsmanship Undaunted | Tenacious, courageous, indomitable, “impenetrable ray of sun” Dependable | Trustworthy, reliable, nothing slips through the cracks Diversity & Nondiscrimination Looma is committed to promoting diversity both in our workplace and through the stories we tell. We do not discriminate on the basis of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status, class or caste status, or any other protected class. Our global nondiscrimination policy covers these protected classes in every market in which we do business. Applicants must be currently authorized to work in the United States.