Job Title: Technical Support Specialist – Printing products
Duties:
• Provide front-line phone/web-chat/email support for label printers and CD publishing systems.
• Successful candidate should be able to provide answers to customers by identifying problems, researching answers and guiding customers through corrective steps (troubleshooting).
• Call back customer’s who have contacted other support reps or departments.
• Perform product demonstrations via phone and screen sharing software when necessary.
• Create documentation, knowledge base articles and instructions to help customers and other representatives provide better support to customers.
• Document issues, troubleshooting steps, and resolutions for each contact.
• Suggest product and process improvements when problems are encountered. Recognize and report trends to management.
• Consult with customer IT personnel on network setup options and advise where necessary.
• Assist with the creation of print templates for use with printing equipment.
• Take personal responsibility for all issues encountered. Follow them through until they are resolved by consulting with engineers, service, manufacturing personnel or level 2/3 reps. • While performing service of the products is not required, the position requires a knowledge of how such service is performed and the ability to describe to customers the service required to fix or update key components of the products. Understanding the mechanics of how the equipment works is necessary. Skills/Qualifications: Experience in a call center environment in a live phone queue. Excellent written communications skills are required, also being able to communicate in spoken English fluently is necessary.. Advanced knowledge of Windows from XP to 10 is required. Knowledge of MAC OS desirable. Customer service skills are required. Networking skills/knowledge are desirable. A hands on equipment service experience is desirable.
Email applications to:
officefargo@gmail.com
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