Technical Support Engineer (Temp to Hire)

PFU America, Inc.; Santa Clara (CA); Hybrid; USD 27,552,000 - 34,440,000; Full time

Benefits offered by this job

Remote or hybrid work options

No application fee

Job summary

PFU America, Inc. in Santa Clara, CA, seeks a Technical Support Engineer (Temp to Hire) to join our Technical Assistance Center. This role offers hybrid work with two days in the office and remote days, or 100% remote within the US.

You will provide first-level technical support to customers and value-added resellers, guiding them on scanning equipment and software. You will build knowledge of products, document resolutions, meet customer satisfaction goals, and collaborate with the team to

Job description

Career opportunities with PFU America, Inc.

Share with friends or Subscribe!

Current job openings are posted below as they become available.

Subscribe to our RSS feeds to receive instant updates as new positions become available.

Our culture of respect celebrates our whole selves. Policies and programs are developed with diversity at the forefront of our mind. Join us and Be Completely You.

Please let us know if you require a reasonable accommodation to apply or interview for our openings.

We never charge an application fee to our job applicants.

PFU America, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity including transitioning into their gender identity, expression or perception of gender identity, or any other characteristic protected by federal, state or local laws.

Technical Support Engineer (Temp to Hire)

Welcome to PFU America, Inc. (PAI) an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Our Technical Assistance Center is looking for a Technical Support Representative who will provide high quality, first level technical support to our external customers, end-users, and value-added resellers with efficient response and resolution to ensure total satisfaction of PFU America, Inc. imaging products and software.

This is a temp to hire position and we are looking for a Technical Support Representatives. Work location would be either be remote or local to Santa Clara, Ca (If local, this will be a hybrid role working 2 days in the office and 3 days working remote each week) or 100% remote in the US.

Job Type: Temp to hire

Location: Santa Clara, CA (Hybrid) or remote (anywhere in the US)

Pay Range: up to $25/hr

The position responsibilities include, but not limited to:

• Provide exceptional technical support to PFU America, Inc.’s customers and value-added resellers, including instruction on proper usage of our scanning equipment and software applications, along with applicable follow-up with previously assisted customers.
• Independently demonstrate initiative to increase knowledge of the company’s scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details of previously escalated calls
• Perform independent lab study, and keeping current on reviewing newly published and/or updated Knowledgebase content
• Resolve customer issues over the phone and/or chat and email using proper troubleshooting techniques, diagnosis, proprietary applications, the company’s Knowledgebase and Troubleshooting Checklists
• Demonstrate good judgement to ensure efficient escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level
• Meet monthly Customer Satisfaction and Net Promoter Score objectives
• Meet monthly department utilization rate by effectively managing activities to be productive in between customer contacts
• Demonstrate awareness of individual phone behaviors to ensure availability to accept inbound customer interactions in an efficient manner, along with effective management of refused call mitigation, and post-call administrative time
• Meet or exceed expected levels of cases logged against inbound customer interactions received along with capturing of symptoms and resolutions with accurate technical details as measured monthly
• Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database
• Manage individual work queue to mitigate prolonged aging, along with appropriate actions to ensure the customer issue(s) are resolved to their satisfaction
• Effectively apply relevant knowledgebase content to qualify escalations for service or next level support assistance
• Communicate in a productive, professional, and technical manner with all support calls to provide effective solutions to our customers with no compromise to quality of support
• Explore opportunities with our customers by creating value of product refreshes, software solutions, while highlighting our service and trade-in programs to generate sales leads
• Perform outreach efforts on previously closed cases to ensure solutions have been solidified and customer is satisfied with the resolution
• Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities

ADDITIONAL DUTIES AS ASSIGNED:

• Secure consent on customer interactions to log end user e-mail addresses to provide optional, post-technical support surveys for measurable feedback
• Attend departmental and companywide meetings
• Participate in special projects to improve department efficiency and productivity as assigned by management
• Assist in product registration for customers as needed
• Actively participate in developmental opportunities to progressively improve product, procedural, and customer engagement techniques as scheduled
• Complete all training courses before defined company deadlines
• Know and comply with all company and department policies and procedures

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age or veteran status.

Personal information submitted to PFU America, Inc. under this job listing shall be processed in accordance with applicable privacy laws and our privacy policy.

For more information on our privacy practices, including the categories of personal inform