POSITION SUMMARY: This position requires a strong technical skillset with excellent interpersonal skills. The Technical Support Specialist will troubleshoot technical issues directly with the customer and provide timely customer feedback on both a Pre-Sales and Post-Sales basis. This position is responsible for maintaining direct contact with both internal and external customers on a wide variety of technical issues. The ability to explain complex technical issues to customers that may not be technologically literate is essential. The ability to lead comprehensive printer maintenance training classes for end users will be needed. Current training is on-premises, with the possibility of off-premises training in the future. Excellent written communication skills are required for accurate documentation of troubleshooting calls and creation of technical documents for customers. Will be responsible for working with customers and distributors to document accurately product failures. There will be daily testing of both hardware and software to resolve customer’s problems.
DESIRED QUALITIES:
- Basic technical troubleshooting skills.
- Strong customer service skills.
- The ability to pay close attention to detail.
- The ability to work in a team environment with multiple activities.
- Adaptable with the capability to multi-task
- Ability to train end users in printer maintenance (on-premises with the future possibility of off-premises training)
- Bilingual (Spanish) preferred.
MINIMUM REQUIREMENTS:
- Associates Degree in Electrical Engineering or Computer Science or equivalent work experience required.
- CompTIA A+ and Network+ certifications are a huge plus
- 1 – 2 years of customer service or technical support experience
- Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems is necessary.
- Knowledge of Windows Operating System and MS Office products: Word, PowerPoint, and Excel
- Understanding of basic computer networking concepts (TCP/IP, OSI model, etc.)
- Experience with attaching peripherals (printers, scanners, etc), using multiple communication protocols (parallel, serial, USB, LAN)
- Comfortable with basic programming concepts
- Experience with a help desk ticketing system (Zendesk, ServiceNow, etc) and remote desktop applications is greatly desirable.
- Experience in using test equipment such as protocol analyzers, multi-meters, and oscilloscopes as well as basic knowledge of electronics is a plus.
- Attention to detail, punctuality and excellent customer service are requirements to be successful in this position.