Technical Support Specialist

Location: Milpitas
Posted on: June 23, 2025

Job Description:

Product support of industrial inkjet color printers and related software products. The candidate is expected to be able to handle the support of customer over the phone, as well as repair and set up of equipment and software. The majority of these activities are office based, however candidate may be required to travel to clients sites if required and trade shows (10%-20%). Responsibilities: Front line phone support for customers. Walk customer through the process of installing their equipment. Help customer troubleshoot issues they encounter. Send technical documentation to customer. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from customers. Prioritize and schedule problems. Escalate problems, when required to the next level. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge base articles for end users. Perform related duties consistent with the scope and intent of the position. Interface with manager in order to feedback issues or bugs as they come across them in their day to day work. Presentation skills and the ability to explain complex systems so a non-technical person can easily understand them. Will require to repair, refurbish, quality check and test products. Input and tracking of customer interaction through CRM. Conduct product training for customer and reseller whenever needed.

Keywords: , San Rafael , Technical Support Specialist, IT / Software / Systems , Milpitas, California