Technical Support Engineer; Temp

Career opportunities with PFU America, Inc.

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PFU America, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity including transitioning into their gender identity, expression or perception of gender identity, or any other characteristic protected by federal, state or local laws.

Welcome to PFU America, Inc. (PAI) an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Our Technical Assistance Center is looking for a Technical Support Representative who will provide high quality, first level technical support to our external customers, end-users, and value-added resellers with efficient response and resolution to ensure total satisfaction of PFU America, Inc. imaging products and software.

This is a temp to hire position and we are looking for a Technical Support Representatives. Work location would be either be remote or local to Santa Clara, Ca (If local, this will be a hybrid role working 2 days in the office and 3 days working remote each week) or 100% remote in the US.

Job Type: Temp to hire

Location: Santa Clara, CA (Hybrid) or remote (anywhere in the US)

Pay Range: up to $25/hr

The position responsibilities include, but not limited to:

• Provide exceptional technical support to PFU America, Inc.’s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers.
• Independently demonstrate initiative to increase knowledge of the company’s scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls
• Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content
• Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company’s Knowledgebase and Troubleshooting Checklists
• Demonstrate good judgement to ensure efficient escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level
• Meet monthly Customer Satisfaction and Net Promoter Score…