What are the responsibilities and job description for the Technical Support Representative I position at DNP Imagingcomm America Corporation?
Job Description
Job Description
Schedule :
Sunday : 9 am- 6 pm, Monday-Thursday : 10 am - 7 pm
Job purpose
Provide technical support to photo kiosk users or store personnel.
Duties and responsibilities
- Provide live technical phone support for a variety of products and customers.
- Respond to emails and personal requests for support.
- Diagnose and address a variety of hardware and software problems.
- Manage and monitor a personal case queue and work all cases to completion.
- Escalate problems to Tier II as needed following established procedures.
- Create accurate and detailed reports documenting one’s support actions.
- Address priority assignments as directed by management.
- Create documentation on problems and processes for training purposes.
- Coordinate with 3rd Party Support groups for field services and escalations.
- Complete additional projects as assigned by management.
- Work as part of a team to meet departmental goals. This includes sharing case ownership.
- Participate in team meetings and provide constructive feedback.
- Travel and provide onsite support for customer sites as needed (Estimated 10-20%).
- Meet or exceed departmental and company performance standards.
- Develop and maintain a suitable skillset.
- Other duties as assigned by management.
Qualifications
Supervisory Responsibilities
This job has no supervisory responsibilities and this position reports directly to the Technical Support Manager.
Physical Demands
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Safety Requirements
Ability to wear required PPE if in any manufacturing area.
The hiring range for this position is $35,000 to $40,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. DNP offers a competitive and comprehensive total rewards package. The benefits for this position include health, dental, vision, critical illness, life insurance, flexible spending, retirement, paid time off, pet insurance, and many retail discounts.
D NP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com / en -us / .
DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Salary : $35,000 - $40,000
