Senior Technical Support Specialist (Remote)

Candidate must have prior experience as a printer/copier technician and is able to showcase those skills & experience in remote diagnostic & resolve role.

This position represents Kyocera and Xerox in a customer facing support role, fulfilling remote help desk support for all printer hardware break/fix issues

Additionally, this role will coordinate/communicate with multiple levels and customer to accomplish the mutual objectives

Responsibilities:

• Support the customer’s end-user inquiries on perceived printer hardware issues
• Determine if the issue is related to a supported brand printer hardware
• If the issue is not with a supported brand printer hardware issue, document troubleshooting and escalate ticket to customer’s help desk
• If it is a supported brand hardware issue, determine any Primary and/or Secondary causes
• Trouble-shoot with end users or install technicians and attempt to remotely fix the issue
• If unable to remotely fix the issue, determine appropriate parts/service required for an on-site technician to resolve the issue on the first dispatch
• Reference manuals and knowledge base for both troubleshooting steps and parts assignment as required
• Populate proprietary, D365 & ServiceNow ticketing systems
• Follow-up with the end-user to test & confirm resolution
• Meet all required service level agreements (speed to answer and resolution)
• Professionally address customer escalations with detailed responses
• Assist customer and supported brands teams on special projects: firmware-push configurations, non-reporting device investigations, focus devices/issues, etc.
• Support field service technicians when they are on-site at a customer location

Individual Requirements:

• Must have prior experience as a printer/copier technician and is able to showcase those skills & experience in remote diagnostic & resolve role.
• Associate degree preferred (technical encouraged)
• Printer repair experience (beyond consumables) preferred
• Remote troubleshooting
• Hands-on break-fix
• Knowledge in Kyocera printers is required.
• Knowledge in Xerox and other brands is preferred.
• Help desk and ticketing system experience
• Strong investigative and troubleshooting skills
• Proficient at multitasking
• Strong documentation skills
• Professional communication skills (written and verbal)
• Customer focused experience
• Network and software experience

Why Join Us?

• Comprehensive legal benefits
• Private medical insurance
• Paid sick days
• 13th-month salary
• Performance-based bonuses
• Employee of the Month recognition
• Referral bonuses
• And so much more!

At our company, work-life balance isn’t just a promise—it’s a priority. Apply now and enjoy weekends and holidays with the people who matter most!