Technical Customer Support Representative

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 ID card and thermal printers, ID badging 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 ID badging 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.