Technical Support Representative

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

• An associate degree (in a computing field) or two-year technical certificate is preferred.
• At least 2 years of digital imaging support and/or 1 years of PC technical call center support experience required. 
• Basic to moderate skills in PC hardware and Windows application troubleshooting, printer troubleshooting, and networking, 
• Familiarity with Windows (Win10, 11), Mac OS, iOS, Android Operating Systems.
• Knowledge of digital imaging systems and digital photography.
• Familiarity with concepts and procedures commonly used in PC software and hardware technical support.
• Effective oral and written communication skills, including a good grasp of grammar and spelling.
• The capability to maintain a professional demeanor with customers and coworkers.
• Demonstrated problem-solving skills.
• Strong time management skills.
• Capability and temperament to work as a productive member of a support team.

Supervisory Responsibilities

This job has no supervisory responsibilities and this position reports directly to the Technical Support Manager. 

Physical Demands

• Must be able to sit/stand for 8 hours 
• The ability to use arms/hands/fingers to feel and reach
• Be able to bend/stoop/kneel as needed
• Must be able to hear and talk to communicate with customers
• Must be able to push/pull/ lift at least 45 lbs. individually and 50 lbs. with the help of a team member

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.

DNP 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.