Technical Support Representative

What We Need

We are seeking an intermediate-level Technical Support Representative with experience supporting

We are seeking an intermediate-level Technical Support Representative with experience supporting external B2B customers using physical hardware products, software products, and database integrations. In this role, you will provide advanced product support for barcode scanners, specialty  and thermal printers,  software, and firmware integrations.
Please note:
This is an external, customer-facing contact position. This position focuses on product performance, device connectivity, SQL database troubleshooting, and system integration. It is best suited for someone who understands how to work directly with customers, distributors, and resellers via telephony and CRM platforms to resolve technical issues related to our product line.

• Manage Inbound Channels:
  Handle real-time inbound calls and cases via NICE Cxone platform and Salesforce CRM. Maintain high phone queue availability and adherence to schedule.
• Troubleshoot Specialty Hardware:
  Diagnose and troubleshoot hardware devices such as Scanners, Card Printers, Thermal Printers, etc. Guide customers through mechanical fixes, cleanings, and calibrations.
• Software Support & Troubleshooting:
  Provide advanced technical assistance with  software, including assisting with setup, diagnosing and resolving complex software issues, etc.
• Own the Case Lifecycle:
  Manage customer support tickets from intake to resolution using Salesforce and SugarCRM. Process product repairs, replacements, and coordinate logistics via the RMA process in Salesforce and SAP.
• Collaborate with Client IT Teams:
  Schedule and lead technical conference calls directly with B2B Customer IT departments and administrators to safely resolve server, firewall, or network connectivity blockers.
• Continual Learning:
  Stay updated on technological developments and product changes to enhance service delivery. Assist in training and mentoring junior Technical Support team members.

• 2 to 4 years of experience in B2B technical support or customer-facing product support (distinct from internal IT desktop support).
• Skilled in diagnosing, calibrating, and resolving connected physical hardware issues and client-server software integrations.
• Basic familiarity with Microsoft SQL Server and SQL Server Management Studio (SSMS), including how to perform database backups , restores, and modify local server configurations.
• Experience working within ticket queue environments using CRM platforms and cloud telephony systems.
• Proficient with remote desktop tools (e.g., Team Viewer, Log Me In , or Go To Assist ) to conduct off-site diagnostics and walk customers through step-by-step solutions.
• Strong time management skills with a proven ability to manage multiple ticket priorities and adhere to professional workforce scheduling (including shifts, breaks, and lunches).
• Excellent written and verbal communication skills, with the empathy and patience required to translate complex technical diagnostics into clear, step-by-step instructions for non-technical users.
• Capable of working independently and collaboratively in a fast-paced, high-volume environment.
• Bachelor’s or Associate’s degree in Computer Science, Information Technology, or a related field is preferred but not required.

When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC’s expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady’s identification solutions.

But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us because of our deep expertise and knowledge across a wide range…