Tech Support Operations Specialist — Flexible Hours

DNP Imagingcomm America Corporation; Concord (NC); On-site; USD 35,000 - 52,000; Full time

Job summary

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Administrator to provide frontline help for software, hardware, and network issues, delivering exceptional customer service and coordinating with Level 1 support.

The role involves handling live calls, tickets, RMAs, data uploads, and escalating complex problems. Candidates should have a high school diploma, 2+ years' related experience, CRM/ticketing familiarity, and strong communication and teamwork skills.

Qualifications

• High School Diploma or GED
• 2+ years of related work experience
• Familiarity with ticketing systems and CRM software
• Proficiency with MS Office and database systems
• Knowledge of email systems, computer hardware, and peripherals
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Availability to work flexible hours, including evenings and weekends
• Bilingual Spanish and English is a plus

Responsibilities

• Provide live call assistance to customers for refunds or other service requests
• Daily review of open tickets and reassigning workloads as needed
• Upload data into our server to facilitate follow-up calls to our technical support team
• Respond to customer inquiries and resolve issues via phone, email, or SMS
• Escalate complex issues to the appropriate department or Technical Support area
• Document customer updates, issues, and resolutions in the ticketing system
• Process orders and RMAs
• Review and audit customer uploads to create new service tickets when needed
• Maintain a high standard of customer service by providing exceptional support
• Other duties assigned by management

Skills

Customer service

Communication skills

Time management

Organization

Education

High School Diploma or GED

Tools

CRM software

MS Office

Database systems

Job description

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Administrator to provide frontline help for software, hardware, and network issues, delivering exceptional customer service and coordinating with Level 1 support.

The role involves handling live calls, tickets, RMAs, data uploads, and escalating complex problems. Candidates should have a high school diploma, 2+ years' related experience, CRM/ticketing familiarity, and strong communication and teamwork skills.