Remote Technical Support Specialist - Photo Finishing

CGS Nexus; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

CGS Nexus is seeking a detail‑oriented Technical Support Specialist to provide break/fix support for photo finishing equipment. This remote role serves customers nationwide, assisting with setup, maintenance, and troubleshooting via phone and email.

The successful candidate will troubleshoot mechanical and software issues remotely, guide customers through software navigation, and coordinate parts replacements.

Qualifications

• Experience with remote troubleshooting tools.
• Strong mechanical and software troubleshooting knowledge.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and prioritize outreach.
• Familiarity with photo finishing equipment preferred.

Responsibilities

• Handle outbound phone communication and email monitoring to provide break/fix support for photo finishing equipment located nationwide.
• Live answering inbound communication to provide break/fix support
• Troubleshoot mechanical and software issues remotely using tools such as NetOps, VNC, TeamViewer, and FIDS.
• Proactively monitor website offerings and connectivity status for online operations.
• Contact retail sites showing connectivity errors or product stock issues to reduce downtime and resolve problems promptly.
• Guide customers through software navigation and operational procedures via remote sessions.
• Assist customers with locating part numbers, ordering parts, and installing customer replaceable units.
• Support device swaps including media drives, DX printers, and dymo label printers, ensuring smooth initial setup and installation.
• Escalate unresolved issues to appropriate departments such as Depot, OSSN, and DFS in a timely manner.

Skills

Remote tools

Mechanical troubleshoot

Software troubleshoot

Customer communication

Multi-tasking

Photo finishing tech

Clear guidance

Tools

NetOps

VNC

TeamViewer

Job description

CGS Nexus is seeking a detail‑oriented Technical Support Specialist to provide break/fix support for photo finishing equipment. This remote role serves customers nationwide, assisting with setup, maintenance, and troubleshooting via phone and email.

The successful candidate will troubleshoot mechanical and software issues remotely, guide customers through software navigation, and coordinate parts replacements.