Hybrid Remote Tech Support Specialist (MN Residency)

DecoPac, Inc.; Anoka (MN); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Comprehensive benefits for full-time

Job summary

DecoPac, Inc. is seeking a Hybrid PhotoCake Call Center Representative to deliver outstanding support for DecoPac PhotoCake products.

You will diagnose questions, guide users through step-by-step solutions, and communicate clearly and professionally to ensure customer understanding. Responsibilities include handling phone, email, and online inquiries, processing requests, logging customer data, and collaborating with the team to resolve issues.

Qualifications

• Minimum 3 years providing phone, helpdesk support or customer service.
• Knowledge of software applications including MS Excel, Word, PowerPoint and Outlook.
• Experience troubleshooting Android/iOS devices and related apps.
• Experience with inkjet printing products is a plus.
• Familiarity with web browsers and CRM systems.

Responsibilities

• Provide support via phone, email and internet for 40+ hours per week.
• Work a shift pattern Monday–Friday 10:15am–7:00pm and Saturday 7am–2pm.
• Verify and log customer information per defined standards.
• Resolve questions by listening, communicating clearly, and ensuring understanding.
• Determine and test scenarios to reproduce user errors.
• Receive and process product requests and escalate when needed.
• Comply with performance goals and maintain high standards of service.
• Become familiar with how products help customers succeed.
• Process system installation and training, and provide phone support.
• Set up new customer accounts and assist with testing.
• Stay current with system information and updates; collaborate to solve issues.
• Report food safety concerns to Supervisor as required.

Skills

Android & iOS troubleshooting

CRM software experience

Windows/macOS basics

General helpdesk skills

Bilingual Spanish

Education

High school diploma or GED

Tools

AS/400 (IBM i)

CRM software

Job description

DecoPac, Inc. is seeking a Hybrid PhotoCake Call Center Representative to deliver outstanding support for DecoPac PhotoCake products.

You will diagnose questions, guide users through step-by-step solutions, and communicate clearly and professionally to ensure customer understanding. Responsibilities include handling phone, email, and online inquiries, processing requests, logging customer data, and collaborating with the team to resolve issues.