11337: Technical Support/Installation Technician

Level II Technical Support/Installation Technicians are needed for our client with a territory primearily in Eastern MA – Boston, North and South Shores to provide support to clients primarily throughout MA and CT. This position will provide high-level technical support to clients and technicians as needed, and will manage, lead, and assist in the installation of Printer/MFP systems. This person will be a face of of our client and will have the opportunity to provide top-notch customer support. The candidate must be able to operate in a fast-paced environment with a high level of phone support skill, communication, organization, and detail.

Responsibilities

• Work closely with the Systems Support and Installation manager to perform remote technical fixes and installations of printer/MFP systems.
• Be a strong ‘face’ for the client, giving an excellent first impression during the install process.
• Deliver customer-centric service for the installation of small, medium, and large printer/MFP installations.
• Perform technical use trainings for end users, with the expectation that end users will be able to efficiently utilize their printer/MFP equipment at the end.
• Deliver excellent, skilled remote support to clients and technicians in the field, providing both initial triage back up support as needed.
• Help to develop and refine our preventative maintenance program, increasing efficiency and effectiveness of our Service team in the field.
• Assist in initiatives to improve the remote service processes.
• Ensure that top-level service is brought to each remote call and installation, focusing on customer satisfaction and problem resolution.
• Respond to client incoming requests via customized email responses and strategize to meet the individual specialized needs and requests of each client.
• Collaborate with the Dispatch and Customer Account Support teams to schedule and complete remote service calls.
• Install, manage, and troubleshoot complicated print management software, resolving client side issues quickly and efficiently with 3rd party  support. 

Service Technician

Eastern, MA 02115 USA