Technical Services Representative

We are seeking a qualified and solutions-oriented Intermediate Technical Services Representative to provide support for our extensive range of hardware and software products. This position is critical for delivering accurate, timely, and practical technical assistance to customers and internal teams. The ideal candidate will possess hands-on experience in troubleshooting various hardware, software, and system integration issues and foundational coding skills. The selected individual will engage directly with customers to address technical challenges and collaborate with engineering, product management, and quality assurance teams to ensure a superior customer experience.

 

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Qualifications

• Provide timely technical support for company products, including printers, scanners, APIs, and software.
• Address complex customer inquiries through phone, email, and case management systems.
• Diagnose and troubleshoot hardware, firmware, software, and connectivity issues.
• Support system integrations and configurations, performing remote diagnostics as needed.
• Research and adapt procedures or develop new solutions for technical problems, engaging engineering teams when necessary.
• Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up.
• Maintain customer records and track trends within the CRM platform.
• Assist in training and mentoring junior Technical Support team members.
• Stay updated on technological developments and product changes to enhance service delivery.

 

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