Field Service Technical Support

Job Description

As a Field Service Technical Support, you will use critical thinking and problem‑solving skills to manage complex end‑user support calls on Professional Series document handlers to end‑user customers.

Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards. Demonstrates the ability to work with limited supervision and adhere to office policies and procedures.

• Provide mid‑to‑advanced level technical support to customers via phone
• Troubleshoot with customers on low to high volume mail related products and software depending on the product support position level.
• Maintain a high level of customer care while demonstrating a cooperative and friendly attitude.
• Work effectively within a team driven environment
• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem‑solving skills to identify the problem, and offer inventive workarounds in dynamic and challenging situations.
• Communicate regularly with the assigned team.
• Confirm accurate information from the customer at the time of the service and provide accurate troubleshooting steps.
• Provide phone support to the end‑users on hardware, software, general use, questions, and network‑related problems and provide screen share support, if necessary
• Detailed understanding of TCP/IP, VoIP, and firewall concepts and protocols and not to resolve network issues and authentication.
• Scheduling and managing technicians
• Being responsible for communication to end user customers that are using third party technicians
• Individual case management timing KPI’s
• Working in multiple CRMs
• Understanding of power management, voltage regulation and the ability to diagnose and troubleshoot complex analog and digital electronic circuit issues.
• Read, interpret and diagnose problems with PCB boards also understand schematics and wiring diagrams for equipment.
• Contributing to the development of knowledge base articles and support documentation.
• Provide exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting “Our EPIC Values.”
• Must be able to communicate technical solutions to customers and team members.
• Ensure the delivery of processes and procedures are accurate when communicating with external and internal customers.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Responsible for determining if techs and hardware are needed on site. Expected to minimize cost exposure where possible and maximize potential service revenue.
• Provide a Great Customer Experience
• Utilize and remain proficient in other department applications used (i.e. Knowledgebase website, Teams, MyQuadient, Workday, Salesforce, Service Max etc.)
• The position of Technical Support Specialist performs duties specific to the position and any other functions that may be required by Management.

• Associate’s degree in computer information/Electronic Technologies or closely related field
• 5+ year’s professional experience in troubleshooting, repairing of hardware and software solutions.
• Professional phone demeanor and presence
• Excellent interpersonal skills
• Strong electro/mechanical skills and aptitude.
• A+ Certified and/or Network+ desired
• Demonstrated success in working with people in establishing goals and objectives.
• Strong communication and collaboration skills
• Experience in providing technical support.
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Perform multiple tasks simultaneously, including handling interruptions, and return to the and complete tasks in a timely manner.
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
• Must be able to multi‑task in a high‑volume, fast‑paced call center environment.
• Intermediate to advanced computer skills.
• Ability to easily adapt to and learn new technologies.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of…