Customer Technical Service Representative

We are seeking an intermediate-level Customer Technical Support Representative with experience supporting customers using Brady’s printing and scanning hardware & software products. This is not an IT help desk role – you will be supporting external customers. In this role, you will provide advanced product support for barcode scanners, ID card printers, and badging software. This position focuses on product performance, field issue resolution, device connectivity, and system integration. It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

Qualifications

• Provide timely phone/ email based customer technical support for Brady company products, including printers, scanners, and software.
• Address 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.
• Stay updated on technological developments and product changes to enhance service delivery.

 

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