Technical Support Representative

DNP Imagingcomm America Corporation•Concord, NC

9d•$0 - $20•Hybrid

About The Position

Provide technical support to photo kiosk users or store personnel. This role involves providing live technical phone support, responding to emails and personal requests, and diagnosing and addressing hardware and software problems. The representative will manage a personal case queue, escalate issues as needed, create detailed reports, and address priority assignments. They will also create documentation for training, coordinate with third-party support, and complete assigned projects. The position requires working as part of a team to meet departmental goals, including sharing case ownership, participating in team meetings, and providing constructive feedback. Travel to customer sites for onsite support is estimated at 10-20%. The representative must meet or exceed departmental and company performance standards and develop and maintain a suitable skillset. Other duties may be assigned by management.

Requirements

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.

Nice To Haves

An associate degree (in a computing field) or two-year technical certificate is preferred.

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.