Specialist, Technical Camera & Imaging

Specialist,Technical Camera & Imaging

POSITION PROFILE

Provides help desk technical support in a collaborative work environment while delivering an outstanding customer experience across phone, email, and digital support channels. This role is ideal for a passionate photographer who combines strong technical expertise with exceptional customer care skills. The successful candidate will provide technical support for variety of products including Compact Cameras, D-SLR and Lenses, 360° Cameras, Film Camera, Binoculars, Spotting-Scopes, and a variety of accessories for all related products.

JOB DUTIES AND RESPONSIBILITIES

+ Responds to incoming support incidents (i.e. telephone, chat, email, text and video) in a timely, professional manner.

+ Evaluates incoming issues and provide technical support for all imaging products which include, film and digital cameras, 360° cameras, lenses, sport optics and accessories.

+ Troubleshoot hardware, WIFI and software connectivity, and operational issues to identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action.

+ May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue appropriate resolution procedures.

+ Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration.

+ Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields.

+ Educate customers on camera functions, photographic techniques, and best practices.

+ Assist customers in understanding exposure settings, focus modes, image quality settings, shooting configurations, firmware updates, mobile app connectivity, and accessory compatibility.

+ Stay current on new camera technologies, product releases, and industry trends

+ Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

+ High school diploma or equivalence and: BS Degree, technical school graduate, photography training, or equivalent experience

+ 3 or more years of technical support experience

+ Strong background in photography and photographic principles

KNOWLEDGE,

SKILLS AND ABILITIES

+ Displays functional verbal and written communication skills suitable for assessing the issues and relating course of action

+ Excellent Oral and written communication skills and strong interpersonal skills to work effectively with people at all levels and varying backgrounds

+ Possesses advanced methodical approach skills in resolving problems

+ Possesses excellent customer service skills, including ability to follow up to ensure closure of issues

+ Possesses initiative and ability to be highly self-motivated

+ Possesses ability to read and understand technical documentation, manuals and electrical diagrams

+ A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

+ Thorough understanding of the exposure triangle and camera operation

+ Knowledge of digital camera systems, lenses, flashes, and imaging accessories

+ Experience troubleshooting consumer electronics or imaging products preferred

+ Ability to explain technical concepts clearly to users of all skill levels

+ Passion for photography and imaging technology strongly preferred

+ Knowledge with 360° cameras, binoculars and spotting scopes is not requiredbut would be considered an asset.

+ Spanish or Frech would be considered an asset but not required

WORKING CONDITIONS, MENTAL AND  PHYSICAL DEMANDS

+ Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

+ Shift work, extended hours, stand-by and/or on-call may be required.

+ Physical effort may be required to move heavy objects on wheels.…