Printer Support Specialist — Technical Helpdesk Expert

Catapult; Charlotte (NC); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

AD&D

Short/Long-term disability

HSA with employer contribution

Job summary

SATO America is seeking a customer-focused Technical Support Specialist to troubleshoot issues with SATO printers, media, and related products. You will support customers by phone and through a help desk system, diagnose hardware/software connectivity, and clearly communicate solutions to users with varying levels of technical experience.

Responsibilities include testing hardware/software, documenting activities, collaborating with distributors, and providing feedback to Pre-Sales and Post-Sales

Qualifications

• 1–3 years of customer service or technical support experience
• Associate's degree in Electrical Engineering, Computer Science, or related field or equivalent experience
• Strong ability to troubleshoot thermal transfer printer mechanical/electronic systems
• Familiar with Windows OS and MS Office (Word, PowerPoint, Excel)
• Understanding of TCP/IP and OSI networking model
• Experience with printers, scanners, and peripheral troubleshooting
• Excellent written and verbal communication skills
• Attention to detail, dependable, and customer-focused
• Ability to document support activities clearly in systems

Responsibilities

• Provide technical support to customers by phone and via ticketing system
• Troubleshoot SATO printers, media, and related hardware/software
• Diagnose mechanical/electronic printer issues
• Troubleshoot peripherals including USB, LAN, serial/parallel
• Test hardware/software to diagnose and resolve issues
• Document calls, steps taken, failures, and resolutions
• Explain technical information clearly to customers of varying tech levels
• Create customer-facing technical documentation
• Provide feedback to Pre-Sales and Post-Sales teams
• Perform other duties as assigned

Skills

Customer service

Technical support

Windows OS

TCP/IP networking

Printer troubleshooting

Documentation

Phone-based support

Education

Associate's degree or equivalent

Tools

Zendesk

ServiceNow

Job description

SATO America is seeking a customer-focused Technical Support Specialist to troubleshoot issues with SATO printers, media, and related products. You will support customers by phone and through a help desk system, diagnose hardware/software connectivity, and clearly communicate solutions to users with varying levels of technical experience.

Responsibilities include testing hardware/software, documenting activities, collaborating with distributors, and providing feedback to Pre-Sales and Post-Sales