What are the responsibilities and job description for the Technical Support Specialist position at Insight Global?
Job Summary:
We are seeking a skilled and customer-focused Tier 2 Technical Support Specialist to join our support team. This role is responsible for resolving complex printer-related issues for customers, primarily via phone support. The ideal candidate will have 2–4 years of experience in technical support, with a strong background in troubleshooting hardware and software printer problems and delivering exceptional customer service.
Key Responsibilities:
- Provide Tier 2 support for printer-related issues escalated from Tier 1 support.
- Diagnose and resolve hardware, driver, connectivity, and configuration issues across various printer models.
- Deliver technical assistance to customers via phone, ensuring timely and professional resolution.
- Document troubleshooting steps and resolutions in the ticketing system.
- Collaborate with engineering and Tier 3 support teams for unresolved or complex issues.
- Maintain up-to-date knowledge of printer technologies, firmware updates, and support procedures.
- Identify recurring issues and contribute to knowledge base articles and support documentation.
- Ensure customer satisfaction through clear communication and follow-up.
Salary : $20 - $22
