Technical Support Specialist
Catapult
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
SATO America is seeking a customer-focused Technical Support Specialist to troubleshoot issues with SATO printers, media, and related products. You will support customers by phone and through a help desk system, diagnose hardware/software connectivity, and clearly communicate solutions to users with varying levels of technical experience.
Responsibilities include testing hardware/software, documenting activities, collaborating with distributors, and providing feedback to Pre-Sales and Post-Sales
Qualifications
- 1–3 years of customer service or technical support experience
- Associate's degree in Electrical Engineering, Computer Science, or related field or equivalent experience
- Strong ability to troubleshoot thermal transfer printer mechanical/electronic systems
- Familiar with Windows OS and MS Office (Word, PowerPoint, Excel)
- Understanding of TCP/IP and OSI networking model
- Experience with printers, scanners, and peripheral troubleshooting
- Excellent written and verbal communication skills
- Attention to detail, dependable, and customer-focused
- Ability to document support activities clearly in systems
Responsibilities
- Provide technical support to customers by phone and via ticketing system
- Troubleshoot SATO printers, media, and related hardware/software
- Diagnose mechanical/electronic printer issues
- Troubleshoot peripherals including USB, LAN, serial/parallel
- Test hardware/software to diagnose and resolve issues
- Document calls, steps taken, failures, and resolutions
- Explain technical information clearly to customers of varying tech levels
- Create customer-facing technical documentation
- Provide feedback to Pre-Sales and Post-Sales teams
- Perform other duties as assigned
Skills
Education
Tools
Job description
SATO is seeking a customer-focused Technical Support Specialist to troubleshoot technical issues involving SATO printers, media, and related products. In this role, you will provide direct support to customers through a phone queue and help desk ticketing system, diagnose hardware, software, connectivity, and printer-related issues, and clearly communicate solutions to customers with varying levels of technical experience.
You will also test hardware and software, accurately document troubleshooting activities and product failures, work with customers and distributors to resolve technical issues, and provide timely feedback to Pre-Sales and Post-Sales teams.
- 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.
- 1–3 years of customer service or technical support experience.
- Associate's degree in Electrical Engineering, Computer Science, orrelated 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.
- Experience with communication protocols/connections including parallel, serial, USB, and LAN.
- Excellent written and verbal communication skills.
- Strong attention to detail, punctuality, dependability, and customer-service skills.
- Ability to work effectively in a phone-queue environment and accurately document technical support activity.
- CompTIA A+ and/or Network+ certification.
- Experience with a help desk ticketing system such as Zendesk or ServiceNow.
- Experience with remote desktop/support applications.
- Experience using protocol analyzers, multimeters, oscilloscopes, or similar test equipment.
- Basic electronics knowledge.
- Previous experience troubleshooting printers, thermal transfer equipment, or similar electromechanical products.
SATO offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.
- Medical, dental, and vision coverage.
- Domestic partner coverage available.
- Company-paid life insurance, AD&D, short-term disability, and long-term disability.
- Health Savings Account (HSA) with employer contribution.
- 10 company-paid holidays.
- 15 days of accrued vacation.
- 6 accrued personal days annually.
- 401(k) with company match.
- Immediate vesting after eligibility requirements are met.
- Career development opportunities.
- Employee Assistance Program.
- Referral bonus opportunities.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
