Technical Operations Specialist

BigMarker•Chicago, IL

12d

About The Position

We are looking for a Technical Support Specialist who is as good with people as they are with hardware. In this role, you will be the primary point of contact for our customers, helping them navigate printer setups, driver installations, and network troubleshooting. You will also manage our light shipping operations—ensuring every device is tested, prepped, and sent out with care.

Requirements

Networking Basics: You understand Wi-Fi bands (2.4GHz vs 5GHz), IP addresses, and how local networks "see" devices.
OS Savvy: Comfortable navigating both Windows and Mac printer settings.
Customer First: You have a "service-oriented" mindset and can turn a frustrated customer into a happy one.
Organized & Reliable: You take pride in an organized workspace and a 100% shipping accuracy rate.

Responsibilities

Customer Technical Support
Troubleshooting: Guide customers through driver installations (Windows/macOS) and resolve connectivity issues (Wi-Fi, Bluetooth, IP conflicts).
Live Assistance: Provide clear, patient instructions via phone, email, or video chat to help non-technical users get their printers running.
Problem Solving: Diagnose print-quality issues and hardware "ghosts" through systematic testing.
Product Prep & Shipping
Pre-Flight Testing: Briefly test each lightweight printer and update firmware before it leaves our office.
Fulfillment: Manage the packing and shipping of units, ensuring they are protected and arrive on time.
Returns (RMA): Process hardware returns and perform basic diagnostics to determine if units can be refurbished.
Success Documentation
Help build a "Troubleshooting Guide" or FAQ based on the recurring questions you hear from customers.