Experienced Full Stack Customer Support Technician – Remote Support for Digital Printing and Wide Format Solutions
Are you passionate about delivering exceptional customer experiences and troubleshooting complex technical issues? Do you have a knack for problem-solving and a strong desire to work with cutting-edge digital printing and wide format solutions? If so, we invite you to join blithequark's Business Innovation Division as a Customer Support Technician – Remote Support.
About blithequark
blithequark is a global leader in the development of innovative solutions for the graphic arts industry. Our Business Innovation Division is the largest graphic distributor in the US, delivering world-class, state-of-the-art solutions for Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and traditional Offset supplies. We are committed to providing our customers with the best possible experience, and we're looking for talented individuals like you to help us achieve this goal.
Company Culture and Values
At blithequark, we value a collegial culture and a flexible work environment. Our headquarters is located in Valhalla, New York, just one hour north of New York City. We offer a range of benefits, including medical, dental, vision, life insurance, 401k, and paid time off. We're committed to providing equal opportunities in hiring, promotion, and advancement, and we welcome applications from diverse candidates.
Job Description
As a Customer Support Technician – Remote Support, you will be responsible for providing technical support advice and consultation to blithequark clients via phone, online, or other methods. You will work closely with our client personnel to resolve technical issues, troubleshoot complex problems, and provide sales assistance as needed. You will also be required to travel approximately 15% for training and development purposes.
Key Responsibilities:
* Provide timely technical support and problem resolution to all customers
- Monitor critical accounts and actively participate in support activities to minimize downtime for customers
- Triage via KT analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines
- Analyze and evaluate equipment performance
- Provide on-site service and installation support as needed for training and development purposes
- Provide on-site customer support during periods of high activity
- Provide technical support to other technicians as needed via phone, teams, or other remote software tools
- Provide sales assistance for demos and/or customer visits as needed
- Work closely with and develop strong business relationships with our client personnel
- Complete all required reporting procedures related to phone support and/or software support
- Complete all required administrative tasks in an accurate and timely manner
- Account for all time and activity by recording information through the proper tracking system
- Attend training classes and develop necessary knowledge and skills to service BID supported equipment
- Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager
- Perform related duties as assigned by manager
Required Skills and Education:
* Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
- HS Diploma or GED
- 5 or more years of field service experience with industry-related product lines
- Proficient in 2 or more product line technologies
- Excellent troubleshooting skills to diagnose and resolve complex technical problems
- Experience utilizing KT analytics
- Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
- Strong critical thinking and decision-making
- Demonstrate a full working knowledge of multiple product lines they support, including theory of operation as well as the mechanics and/or software related support
- Computer skills with emphasis on operating systems and hardware
- Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications, and outstanding customer service
- Requires a valid state driver's license (Real ID compliant), and passport
- Must be able to travel up to 15%
Desired Skills:
* 10+ years' experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries
- Knowledge of Salesforce Service Cloud
- Proficient in 3 or more product line technologies
- Thorough understanding of blithequark's portfolio of equipment
Salary and Benefits:
* $32.00-36.00/hour; depending on experience
- Bonus eligible
- Medical, dental, vision
- Life insurance
- 401k
- Paid Time Off
How to Apply:
If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity:
blithequark is committed to providing equal opportunities in hiring, promotion, and advancement, and we welcome applications from diverse candidates. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department.
Job Type:
Full-time
Location:
USA
Salary:
$32 - 36 per hour
Experience:
5+ years of field service experience with industry-related product lines
Education:
Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
Work Environment:
Remote support with occasional on-site visits
Benefits:
* Medical, dental, vision
- Life insurance
- 401k
- Paid Time Off
Job Type:
Full-time
Location:
USA
Salary:
$32 - 36 per hour
Experience:
5+ years of field service experience with industry-related product lines
Education:
Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines
Work Environment:
Remote support with occasional on-site visits
Benefits:
* Medical, dental, vision
- Life insurance
- 401k
- Paid Time Off
Apply for this job