Contract/Temp

Our client, an international consumer electronics company, seeks a Product Technical Support Specialist.  The purpose of this role is be the main technical  support contact for MFP Printers, Professional Screen/Displays,  and cloud based software for all customers on the East Coast.  Printer Support is required.  This is a full time long term contract position with a temp-to-hire option.

RESPONSIBILITIES AND AUTHORITIES:

• Interface with internal and external customers to answer customer and troubleshoot problems.
• Take customer calls and provide accurate, satisfactory answers to their questions and concerns (1st call resolution)
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about, shipping and, warranties.
• Collaborate with other call center professionals to improve customer service.
• Working with software production team to add detailed service-related documentation and videos to the learning management system

• Provide training to sales reps through live demonstrations.
• Work with team to test new versions of software.
• Responsible for staying current on product knowledge and software used for development and project creation. 
• Collaborate with Marketing, Product Planning, and other internal groups as well as outside agencies to facilitate Media Systems Group directives.

POSITION SPECIFICATIONS:

• The ideal candidate will have a bachelor's degree or 3 year’s equivalent experience.
• Technical knowledge of copiers, professional displays or software and solutions is a plus.
• Self-motivated person with strong creative writing, technical writing, editing, and proofing skills. 
• Experience in Quality Assurance and Software Testing 
• Knowledge of MS Office 365.
• Ability to multi-task effectively.  The workday and assignments will change frequently depending on internal and external customer needs. 

A successful candidate must demonstrate flexibility, leadership, creativity, and an above average to produce the highest quality of work. 

Hours: 9:00 am - 5:00 pm

Position is 4 days in the office / 1 day Remote (Hybrid)