Technical Support Representative

• Responds promptly to technical questions and issues (telephone, email, and letters) for all company product lines to ensure high customer satisfaction.

• Responds promptly to escalations received from key customers.

• Duplicates technical issues as part of investigation and resolution of customer inquiries.

• Escalates unresolved usability issues as appropriate.

• Ensures accurate data entry into customer call logs.

• Participate in the validation of technical bulletins, firmware, drivers, and other updates. * Conducts software driver testing for Macintosh and Windows operating systems.

• With guidance from Product Specialists, prepare technical content for inclusion in product support documents.

• Build strong relationships with peers, other departments, and managers to best meet company goals and objectives.

• Responsible for providing technical/pre-sales support on product lines regarding usability, installation, and configuration to ensure high customer satisfaction, communicating with customers will be via telephone, email response and live-chat, and assisting the product support team by testing software and drivers.

• Collaborates with/Key Customers include End-User Customers, Outsourced Vendor and Customer Relations.

• 2-year minimum Call Center Experience, with technical background with experience printing with both Windows and Mac platforms
• Great customer relations experience and background
• Must be able to type a minimum of 40-45 words per minute

We are an Equal Opportunity Employer and celebrate diversity at all levels of our organization.

Elwood Professional associates are eligible for a comprehensive and competitive benefits package plus an exclusive savings program, including:

• Medical/Vision/Dental/Rx plans
• Holiday Pay
• Teladoc (online care)
• Referral Bonus Incentive
• And More!

Technical Support Representative Details:

• Contract position
• $40.00 /hour
• First Shift (Monday through Friday)

Largest manufacturer of printers in the world