What are the responsibilities and job description for the Technical Support Technician position at Irvine Technology Corporation?
Technical Support Technician (On-site)
We have an immediate need for a contract-to-hire mid-level Technical Support Technician to join our client, a nationwide identification solutions provider. The Technical Support Technician will be responsible for production and providing technical assistance and support to customers using our hardware equipment, software solutions and managed services. You will play a critical role in resolving technical issues, answering product-related inquiries, and delivering exceptional customer service to ensure customer satisfaction.
Location: Matthews, NC (On-site 5 days a week)
This job expects to pay about $25 - 32 per hour plus benefits.
What You Will Do:
- Operate and maintain specialized production equipment, such as printers, and encoding devices.
- Produce product according to client specifications, ensuring accurate data encoding, personalization, and visual customization.
- Diagnose and troubleshoot technical issues reported by customers, guiding them through appropriate solutions or escalating to higher-level support when necessary
- Ensure proper recording and documentation of customer interactions, including issue details, resolutions, and follow-up actions.
- Identify, troubleshoot, and resolve hardware and software issues related to current production equipment, software solutions and managed services.
- Conduct remote troubleshooting and diagnostics to guide customers in resolving technical problems efficiently.
- Provide remote training and onboarding sessions to customers to ensure they have a thorough understanding of our hardware, printers, software solutions and managed services.
- Demonstrate product features, capabilities, and best practices to customers, addressing any questions or concerns they may have.
What Gets You The Job:
- Proven experience (2 years preferred) in technical support or a similar customer-facing role, preferably in the technology or software industry.
- Knowledge of printers, personalization software, and related technologies are a plus.
- Excellent troubleshooting and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
- Familiarity with networking principles, database management, and operating systems (Windows).
- Experience with Excel, Word, SQL, O365, SharePoint, Exchange, Microsoft 365, and Teams.
- Adobe: Photoshop is a plus (or equivalent graphic program).
- Exceptional customer service skills, with the ability to handle difficult customers professionally and with empathy.
Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders – bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Salary : $25 - $32
