Technical Support Specialist (Printer Support) | Hybrid

The Role

We are looking for a patient, detail-oriented problem solver who can translate "technical jargon" into clear instructions for users of all skill levels.

• Hardware Diagnostics: Remotely troubleshoot mechanical failures, including paper jams, carriage stalls, and sensor errors.
• Connectivity & Networking: Configure and troubleshoot IP addresses, wireless (Wi-Fi) connections, and print servers.
• Software Integration: Assist users with the installation and configuration of print drivers, firmware updates, and scanning software across Windows, macOS, and mobile environments.
• Color & Quality Calibration: Resolve output issues such as banding, color inaccuracy, and low resolution prints through deep-dive cleaning and alignment procedures.
• Case Management: Document all interactions in the CRM, ensuring timely follow-ups and escalation to Tier 2 or field engineering when necessary.
• Data Management: Create reports and/or data analysis as it relates to the business and product
• User Education: Create "Quick Start" guides or knowledge base articles to help users resolve common issues independently.
• Customer Service: Maintain a positive, empathetic, and professional attitude toward customers at all times. Ensure customer satisfaction and provide professional customer support.
• Meeting Targets: Consistently meet or exceed satisfaction target, resolve rate and activity KPIs (calls per day, talk time, etc.).
• Product Knowledge: Stay up-to-date on all product features, pricing plans, and competitor offerings.
• Development: Attend all requested meetings/training with team, manager, clients, etc. Communicate and coordinate with colleagues as necessary. Provide feedback on the efficiency of the sales process.
• Other duties, as assigned

A DAY IN A LIFE TYPICALLY INCLUDES:

• Answering phone calls, emails or chats to connect with customers who are having issues with the product
• Placing outbound calls to do follow ups as needed
• Connecting with leaders and/or clients to submit escalation requests
• Attending Training & Development to ensure that we are up to date on learning areas of work and interest
• Recommending ways in which this role and or the business can be more effective/efficient.

• Experience: 1–3 years in a technical support role, specifically focusing on hardware (Printers, MFPs, or Copiers).
• Network Savvy: Solid understanding of TCP/IP, DNS, and DHCP as they relate to networked peripherals.
• Technical Knowledge: Familiarity with laser, inkjet, and thermal printing technologies.
• Communication: Exceptional verbal and written communication skills with a focus on "active listening."
• Data Analytics: Ability to create reports using basic office suites and provide insights to data.
• Adaptability: Ability to stay calm under pressure while navigating multiple systems and high volume ticket queues.