Printer Tech Support Engineer

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

Benefits offered by this job

Health insurance

Paid time off (PTO)

401(k) retirement plan

Professional growth opportunities

Job summary

SATO America is hiring a Technical Support Specialist in Charlotte, NC to troubleshoot issues with SATO printers, media, and related products. You will support customers via phone and ticketing system, diagnose hardware and software problems, and document resolutions for diverse technical levels.

Responsibilities include testing hardware/software, communicating solutions clearly, and collaborating with Pre-Sales and Post-Sales teams.

Qualifications

• 1–3 years of customer service or technical support experience.
• Associate's degree in Electrical Engineering, Computer Science, or related field, OR equivalent relevant work experience.
• Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems.
• Knowledge of Windows operating systems and Microsoft Word, PowerPoint, and Excel.
• Understanding of basic networking concepts, including TCP/IP and the OSI model.
• Experience connecting and troubleshooting peripherals such as printers and scanners.

Responsibilities

• Provide technical support to customers by phone and through a ticketing system.
• Troubleshoot SATO thermal transfer printers, media, hardware, software, and connectivity issues.
• Diagnose mechanical and electronic printer problems.
• Troubleshoot peripherals and connections, including printers, scanners, USB, LAN, serial, and parallel connections.
• Test hardware and software to diagnose and resolve customer issues.
• Accurately document customer calls, troubleshooting steps, product failures, and resolutions.
• Explain technical information clearly to customers with varying levels of technical knowledge.
• Create clear customer-facing technical documentation.
• Provide feedback to Pre-Sales and Post-Sales teams.
• Perform other duties as assigned.

Skills

Customer service

Technical support

Communication skills

Attention to detail

Phone queue environment

Education

Associate's degree or related field, or equivalent experience

Tools

Windows OS

MS Office (Word, PowerPoint, Excel)

TCP/IP & OSI networking

Printer/Scanner peripherals

Job description

SATO America is hiring a Technical Support Specialist in Charlotte, NC to troubleshoot issues with SATO printers, media, and related products. You will support customers via phone and ticketing system, diagnose hardware and software problems, and document resolutions for diverse technical levels.

Responsibilities include testing hardware/software, communicating solutions clearly, and collaborating with Pre-Sales and Post-Sales teams.