Roles and Responsibilities :

• Provide technical support to customers, including additional Digital Front End, software and operating systems (Windows, MacOS, Linux) , IT and network environment, using phone, email, chat or video chat for all supported applications or products.
• Responds to customer requests providing support and troubleshoots to solve problems and ensures that they are resolved quickly, accurately, and professionally. Escalates issues to next level support as necessary.
• Support the configuration of new devices, modify existing configuration to support customers needs, providing the best solution possible, using the available tools in the customer’s environment.
• Effectively troubleshoots, replicates and follow workarounds using internal systems and Knowledge data bases.
• Documents and maintains appropriate records of all client interactions, steps, resolution of the problem, etc. through defined computer systems to keep a detailed log of instructions and technical information shared with the customer.

Required Technical and Professional Expertise :

• Prior experience working in a technical call center, providing support for Hardware Products: Printers, ACs, Computers, Elevators or any other electromechanical product.
• Strong troubleshooting, simulation, remote configuration or problem-solving Experience
• Solid documentation experience.

Required Skills:

• Strong software technical support skills
• High Degree of technical competency or knowledge in one of the following areas: IT Fundamentals, Operating Systems, Desktop Applications or Networking.
• Clear written and oral English skills (C1/C2 in English)
• Ability to communicate with empathy
• A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.