Bilingual Technical Support Representative I

DNP Imagingcomm America Corporation • Concord, NC

12d • $35,000 - $40,000

About The Position

Job purpose Provide technical support to photo kiosk users or store personnel.

Requirements

• Bilingual in Spanish and English is required
• An associate degree (in a computing field) or two-year technical certificate is preferred.
• At least 2 years of digital imaging support and/or 1+ years of PC technical call center support experience required.
• Basic to moderate skills in PC hardware and Windows application troubleshooting, printer troubleshooting, and networking,
• Familiarity with Windows (Win10, 11), Mac OS, iOS, Android Operating Systems.
• Knowledge of digital imaging systems and digital photography.
• Familiarity with concepts and procedures commonly used in PC software and hardware technical support.
• Effective oral and written communication skills, including a good grasp of grammar and spelling.
• The capability to maintain a professional demeanor with customers and coworkers.
• Demonstrated problem-solving skills.
• Strong time management skills.
• Capability and temperament to work as a productive member of a support team.

Responsibilities

• Provide live technical phone support for a variety of products and customers.
• Respond to emails and personal requests for support.
• Diagnose and address a variety of hardware and software problems.
• Manage and monitor a personal case queue and work all cases to completion.
• Escalate problems to Tier II as needed following established procedures.
• Create accurate and detailed reports documenting one’s support actions.
• Address priority assignments as directed by management.
• Create documentation on problems and processes for training purposes.
• Coordinate with 3rd Party Support groups for field services and escalations.
• Complete additional projects as assigned by management.
• Work as part of a team to meet departmental goals. This includes sharing case ownership.
• Participate in team meetings and provide constructive feedback.
• Travel and provide onsite support for customer sites as needed (Estimated 10-20%).
• Meet or exceed departmental and company performance standards.
• Develop and maintain a suitable skillset.
• Other duties as assigned by management.

Benefits

• health
• dental
• vision
• critical illness
• life insurance
• flexible spending
• retirement
• paid time off
• pet insurance
• many retail discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees