US-Technical Solutions Rep
Company: eTeam Inc.
Posted on: September 17, 2022
Note that this position requires compliance with Client's
contingent worker Covid policy.
This position is work from home but will requires the individuals
to work from Client site in Alpharetta for the first 3 month or
until that person gains the appropriate training and shows they can
We are seeking a technical support specialist with a proven track
record of delivering excellent customer service.
This position is fast paced managing inbound technical customer &
reseller service events (phone calls, chat, email). You will be
supporting Client commercial high-end printers & technologies which
may include one or more product lines (Client PageWide XL, Client
Latex, UV products).
This roles purpose is to provide remote solutions that minimize our
customers down time by avoiding wait and travel time necessary for
We support a very unique customer base each with mission critical
attributes that rely heavily on our ability to adapt, meet our
Service Level Agreements (SLA) while delivering world class
customer service and complete technical resolutions.
--- Documented job history which includes a technical background
encompassing both software and hardware knowledge, troubleshooting,
problem solving, team collaboration, and customer service
expertise. We are looking for candidates with support experience
that exceeds basic level product support such as simple items like
cell phones etc. This is not an entry level position and requires
2+ years of applicable experience.
--- Exposure to a variety of computer applications, data bases,
remote access applications, and network configurations.
--- Exceptional communication skills needed to manage interactions
with a culturally diverse customer & reseller base.
--- Ability to de-escalate and prioritize well interactions with
customers while delivering world class customer satisfaction.
--- Prior experience within a care center / remote support center
managing service events via a ticketing system.
--- Enthusiasm for investigating and resolving challenging issues,
building a structured plan of action to resolve while keeping our
customers informed on progress and delivering a positive
--- Knowledge of structured methodology to resolve an issue such as
--- Prior field service experience repairing, troubleshooting
electro-mechanical commercial products on location at customer
--- Graphics and / or application support experience. Adobe suites,
RIP software, print job configuration setup
--- Exposure to different media / substrate types, car wraps,
banners, commercial prints
--- Previous Designjet, Latex or UV product experience Applicants
should be capable of working any shift from 6am -6pm Monday -
Friday to be considered.
Professionalism is that the root of our success and therefore, we
are looking for well qualified candidates that have exemplary
statuses in current or previous job roles.
Product specific training will be provided to those with the
appropriate background to excel in this role.
Requires candidate to bend, stoop and lift printer components as
necessary for training purposes or facilitating a repair.
Keywords: eTeam Inc., Alpharetta , US-Technical Solutions Rep, IT / Software / Systems , Alpharetta, Georgia
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