Remote Technical Customer Support Specialist

About the role

Reporting to the Team leader, the Remote Technical Customer Support Specialist provides support to customers, field engineers, and business partners’ engineers for escalated issues. The role focuses on resolving issues efficiently, achieving first call resolution, and maintaining a high level of customer satisfaction. Close liaison with the Next Level Technical Escalation team, engineering groups, and in country technical support staff is the norm.

Responsibilities

• Receive direct client contacts by phone, video chat, web portal, or email; triage requests and provide remote client assistance to solve issues directly when possible.
• Talk to clients and understand their problems through available technology.
• Use available tools, knowledge bases, and other resources to resolve client-reported problems.

Requirements

• Good oral and written communication skills and English B2.
• At least 2 years of experience in Technical Support Specialist roles, including at least 6 months supporting electro-mechanical devices.
• Skill and competency in providing professional phone support.
• Experience troubleshooting known and unknown technical queries.
• Ability to be self-aware and conscientious about meeting personal, team, and organization metric targets.
• Ability to maintain and project a helpful and courteous attitude in any circumstances.

Nice to have: A good and detailed knowledge of the Xerographic process or the ability to learn it within 3 months; a good and detailed knowledge of Color Printing Theory or the ability to learn it within 3 months.

Datos clave

• Requires English B2 and good oral and written communication skills.
• Requires at least 2 years in Technical Support Specialist roles, including 6 months supporting electro-mechanical devices.
• The role supports customers, field engineers, and business partners’ engineers with escalated issues.