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SalaryJob Title: Remote Service Support Technician I
Department: Call Center
Reports To: Remote Service Support Manager
Summary:
Remote Support Technician provides moderately complex technical support for wide-format inkjet printers and cutting machines for the sign/graphics, industrial and textile/apparel markets to dealer technicians and other end users via email, phone, or other methods; does not work on site. Possesses a strong understanding of the organization's products and services but escalates complex inquiries and provide a strong sense of customer service to customers.
Essential duties and responsibilities include the following. Other duties may be assigned.
· Responds to Tier I Support requests (i.e., telephone, e-mail, support-portal, and personnel requests)
· Enter ticket data into CRM Dynamics
· Documents problems’ status and resolutions to maintain support history
· Resolves hardware and software problems to fulfill customer support requests
· Maintains awareness of service level agreement targets to help meet and exceed requirements
· Transfers all unresolved calls to Tier II support and follows up with customer to ensure resolution
· Order replacement parts for vendors and onsite service engineers
· Schedule onsite engineers to perform service and acquire Purchase Orders (PO’s) from the dealer to initiate onsite service.
· Maintains a general understanding of the businesses and functions being supported to provide relevant solutions.
· Assists manager in operations matters such as reporting, user documentation, assist with desk-side support, etc.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor’s degree (B.A.) from a four-year college or university; and/or one (1) years’ related experience of Tier I technology phone support and/or training; or combination of education and experience.
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, internal clients, dealers, and customers. Need to have training capabilities via phone support is required.
Reasoning Ability:
Ability to identify problems, collect data, establish facts, and recommend valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Computer Skills:
Proficient in Company-provided hardware and software. Working knowledge of CRM system. Ability familiarization of software installation.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to lift and/or move up to 50 pounds. The vision requirements include close vision. The noise level in the work environment is usually moderate.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed indoors in a climate-controlled environment.
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Expected hours: 40 – 42 per week
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid work
Ability to Relocate:
- Suwanee, GA 30024: Relocate before starting work (Required)
Work Location: Hybrid remote in Suwanee, GA 30024
