Our Technical Assistance Center is looking for a Technical Support Representative who will provide high quality, first level technical support to our external customers, end-users, and value-added resellers with efficient response and resolution to ensure total satisfaction of PFU America, Inc. imaging products and software.

This is a temp to hire position and we are looking for a Technical Support Representatives. Work location would be either be local to Santa Clara, Ca (this will be a hybrid role working 2 days in the office and 3 days working remote each week) or 100% remote in the US.

The position responsibilities include, but not limited to:

• Provide exceptional technical support to PFU America, Inc.’s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers.
• Independently demonstrate initiative to increase knowledge of the company’s scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls
• Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content
• Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company’s Knowledgebase and Troubleshooting Checklists
• Demonstrate good judgement to ensure efficient escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level
• Meet monthly Customer Satisfaction and Net Promoter Score objectives
• Meet monthly department utilization rate by effectively managing activities to be productive in between customer contacts
• Demonstrate awareness of individual phone behaviors to ensure availability to accept inbound customer interactions in an efficient manner, along with effective management of refused call mitigation, and post-call administrative time
• Meet or exceed expected levels of cases logged against inbound customer interactions received along with capturing of symptoms and resolutions with accurate technical details as measured monthly
• Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database
• Manage individual work queue to mitigate prolonged aging, along with appropriate actions to ensure the customer issue(s) are resolved to their satisfaction
• Effectively apply relevant knowledgebase content to qualify escalations for service or next level support assistance
• Communicate in a productive, professional, and technical manner with all support calls to provide effective solutions to our customers with no compromise to quality of support
• Explore opportunities with our customers by creating value of product refreshes, software solutions, while highlighting our service and trade-in programs to generate sales leads
• Perform outreach efforts on previously closed cases to ensure solutions have been solidified and customer is satisfied with the resolution
• Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities

ADDITIONAL DUTIES AS ASSIGNED:

• Secure consent on customer interactions to log end user e-mail addresses to provide optional, post-technical support surveys for measurable feedback
• Attend departmental and companywide meetings
• Participate in special projects to improve department efficiency and productivity as assigned by management
• Assist in product registration for customers as needed
• Actively participate in developmental opportunities to progressively improve product, procedural, and customer engagement techniques as scheduled
• Complete all training courses before defined company deadlines
• Know and comply with all company and department policies and procedures

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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