Job Description

A light-industrial UV printer manufacturer and distributer in Lafayette, LA; LOGOJET is a high growth company. It has made the INC. 5000 Fastest Growing Privately Held Companies list for 5 years consecutively. LOGOJET is a fast paced, high energy, fun work environment, which offers an exciting, unique product taking pad printing and screen printing into the digital world.

LOGOJET is seeking a Technical Support Representative professional to join the team. The Technical Support Representative position provides technical support to existing and new LOGOJET customers to ensure uptime and customer satisfaction. This position also assists with system repairs and customer installations.

The right candidate will have a sound basis in troubleshooting and thinking through problems, good phone demeanor, and some technical experience. Interest in graphic arts and digital technologies are a plus. Mechanical inclination and self-motivation are a must!

PRIMARY RESPONSIBILITIES

CUSTOMER TECHNICAL SUPPORT

· Front Line for Incoming Calls, Telephone Triage

· Help customers troubleshoot and resolve printer problems via telephone, email and online chat. Documentation of customer communication and support.

· Ability to take different calls and handle unique situations. Exercise strong judgment to determine the appropriate course of action and follow issues to resolution.

· Conduct onsite repair of printers as needed to ensure downtime is minimized.

· Conduct training and educate customers using training documents and tutorials.

· Repair and refurbishing of printers and equipment.

· Travel to Trade Shows to provide support by conducting maintenance checks, ensuring printers and software are fully operational, educate prospective customers and assist with custom product demonstrations.

· Assist the Printing & Production Team with test printing for customers to resolve any print issues, including durability, artwork, templates, etc.

· Make decisions on behalf of the business with consideration on Customer Satisfaction

INTERNAL TECHNICAL SUPPORT

· Identify inefficiencies in workflows and implement business processes and procedures. Help develop systems to support process improvement. Manage improvement projects with team members.

· Assist with Internal Technology updates, file security, etc. to improve internal IT functions.

· Attend to open tickets in the system, including logging cases, documenting time spent on calls, issue resolution and customer response.

· Train internal users on processes and procedures for proper utilization of internal systems. Troubleshoot with co-workers to resolve internal issues in a timely manner.

· Act as a role model and leader to further promote the skills of team members. Represent LogoJET in a professional manner.

PROFESSIONAL QUALIFICATIONS

· Preferred experience in a leadership role and/or IT help desk.

· A + Certification

· Fluent Spanish speaking a plus.

· Printer or technical repair experience preferred

· Excellent computer skills required -Outlook, Office, Excel, Word

· Color management experience a plus

· Excellent typewritten and verbal skills required

· Knowledge of CRM Software or call center helpdesk software a plus

KNOWLEDGE/SKILLS/ABILITIES

· Ability to analyze, evaluate and identify solutions to technical problems

· Able to prioritize and multi task

· Excellent communication skills

· Ability to work under pressure

· Must be self-motivated; detail oriented, and continually strives to provide excellent support.

· Must be able to lift 50lbs

KEY CHARACTERISTICS

· Positive attitude

· Highly organized and neat

· Accurate, great attention to detail

· Motivated self-starter with high energy

· Willing to learn

· Problem solver

· Prioritizes customer satisfaction

· Professionalism

· Team Player

WHAT WE OFFER:

· Medical benefits

· 401 (K) with company match

· Paid holidays and Vacation accrual available.

· Great company culture with a family friendly work environment

· Career advancement opportunities plentiful for individuals that prove their value to the company

Company Description

LogoJET is a global leader in direct-to-object, light industrial inkjet printing equipment with its main office in Lafayette, Louisiana.