Technical Support Specialist

We are seeking a detail-oriented and proactive Technical Support Specialist to join our team. In this role, you will provide break/fix support both via phone and email, troubleshooting mechanical and software issues, maintaining online system connectivity, and assisting customers with equipment setup and maintenance. The ideal candidate will have experience working with photo finishing or similar technical equipment and possess excellent communication and problem-solving skills.

Key Responsibilities:

• Handle outbound phone communication and email monitoring to provide break/fix support for photo finishing equipment located nationwide.
• Live answering inbound communication to provide break/fix support.
• Troubleshoot mechanical and software issues remotely using tools such as NetOps, VNC, TeamViewer, and FIDS.
• Proactively monitor website offerings and connectivity status for online operations.
• Contact retail sites showing connectivity errors or product stock issues to reduce downtime and resolve problems promptly.
• Guide customers through software navigation and operational procedures via remote sessions.
• Assist customers with locating part numbers, ordering parts, and installing customer replaceable units.
• Support device swaps including media drives, DX printers, and Dymo label printers, ensuring smooth initial setup and installation.
• Escalate unresolved issues to appropriate departments such as Depot, OSSN, and DFS in a timely manner.

Qualifications:

• Experience with remote troubleshooting tools (e.g., NetOps, VNC, TeamViewer).
• Strong understanding of mechanical and software troubleshooting principles.
• Customer-focused with excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize proactive outreach to reduce equipment downttime.
• Familiarity with photo finishing equipment or related technology is highly preferred.
• Detail-oriented, patient, and capable of providing clear, step-by-step guidance to customers.