Technical Customer Care Specialist

Bradycorp; Salt Lake City (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Bradycorp is seeking an intermediate Technical Support Representative to assist external B2B customers with hardware devices, software, and database integrations. The role focuses on product performance, connectivity, SQL troubleshooting, and system integration, working directly with customers, distributors, and resellers at our Murray, UT site.

Responsibilities include handling inbound calls via NICE CXone, managing tickets in Salesforce and SugarCRM, and coordinating RMAs in Salesforce and

Qualifications

• Experience supporting external B2B customers using hardware, software and database integrations.
• On-site in Murray, UT.
• Handle real-time inbound calls and cases via NICE CXone and Salesforce.

Responsibilities

• Troubleshoot hardware devices (scanners, card/printers, etc.) and guide mechanical fixes.
• Provide advanced software support for ID badging software.
• Own the case lifecycle from intake to resolution in Salesforce and SugarCRM; coordinate RMAs in Salesforce and SAP.
• Collaborate with client IT teams to resolve server, firewall, or network connectivity issues.
• Stay current on product changes and assist in mentoring junior team members.

Skills

Call handling

SQL database troubleshooting

Customer-facing support

Device troubleshooting

Tools

Salesforce

SugarCRM

NICE CXone

SAP

SQL

Job description

We are seeking an intermediate-level Technical Support Representative with experience supporting external B2B customers using physical hardware products, software products, and database integrations. In this role, you will provide advanced product support for barcode scanners, specialty ID card and thermal printers, ID badging software, and firmware integrations. Please note: This is an external, customer-facing contact position. This position focuses on product performance, device connectivity, SQL database troubleshooting, and system integration. It is best suited for someone who understands how to work directly with customers, distributors, and resellers via telephony and CRM platforms to resolve technical issues related to our product line. This role is on-site our Murray, UT office location.

• Manage Inbound Channels: Handle real-time inbound calls and cases via NICE Cxone platform and Salesforce CRM. Maintain high phone queue availability and adherence to schedule.
• Troubleshoot Specialty Hardware: Diagnose and troubleshoot hardware devices such as Scanners, Card Printers, Thermal Printers, etc. Guide customers through mechanical fixes, cleanings, and calibrations.
• Software Support & Troubleshooting: Provide advanced technical assistance with ID badging software, including assisting with setup, diagnosing and resolving complex software issues, etc.
• Own the Case Lifecycle: Manage customer support tickets from intake to resolution using Salesforce and SugarCRM. Process product repairs, replacements, and coordinate logistics via the RMA process in Salesforce and SAP.
• Collaborate with Client IT Teams: Schedule and lead technical conference calls directly with B2B Customer IT departments and administrators to safely resolve server, firewall, or network connectivity blockers.
• Continual Learning: Stay updated on technological developments and product changes to enhance service delivery. Assist in training and mentoring junior Technical Support team members.