Remote Technical Customer Support Specialist

About This Role

This remote technical customer support specialist role involves providing support to customers, field engineers, and business partners for escalated issues. The position focuses on timely and efficient issue resolution, aiming for first-call resolution and high customer satisfaction. It suits a highly motivated individual with strong technical knowledge and excellent customer skills.

Responsibilities

• Provide support to customers, field engineers, and business partners for escalated issues
• Solve issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction
• Liaise closely with the Next Level Technical Escalation team, engineering groups, and in-country technical support staff
• Receive direct client contacts (phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible
• Talk to clients and understand client problems through any means of technology provided
• Use all available tools, knowledge bases, or any other resource available to resolve client-reported problems

Requirements

• Good oral and written communication skills (English B2)
• At least 2 years of experience in Technical Support Specialist roles
• At least 6 months working in supporting electro-mechanical devices
• Skill and competency at providing professional phone support
• Experienced at troubleshooting known/unknown technical queries
• Able to be self-aware and conscientious of meeting all personal, team, and organization metric targets
• Able to maintain and project a helpful and courteous attitude in any circumstances

Nice to have:

• A good and detailed knowledge of the Xerographic process or ability to learn within 3 months
• A good and detailed knowledge of Color Printing Theory or ability to learn within 3 months

Important Details

• Application deadline: Wednesday, September 23rd