Technical Specialist - Document Systems

ESSENTIAL DUTIES / RESPONSIBILITIES

As a Technical Specialist , your mission is to enhance customer experience by:

• Acting as an expert-level technical advisor on highly complex initiatives.
• Providing mid- to advanced-level technical support to customers, service partners, sales, and marketing teams via phone, email, or other direct communication.
• Maintaining a high level of customer care with a cooperative and friendly attitude.
• Troubleshooting and resolving issues, even in unfamiliar or complex scenarios for production equipment. Proactively seeking information, utilizing problem-solving skills to identify technical issues, and offering innovative solutions in dynamic and challenging situations.
• Communicating regularly with assigned sales professionals, managers, channel partners, service technicians, and other team members involved in addressing customer or partner issues.
• Traveling to customer sites or partner locations to provide On-Site Assistance, ensuring equipment is properly installed to specifications, and operators are trained to run the equipment independently. Providing troubleshooting guidance to ensure confidence in company platforms.
• Providing remote support to end-users on hardware, software, general use questions, and network-related problems.
• Understanding power management, voltage regulation, and the ability to diagnose and troubleshoot complex digital electronic circuit issues.
• Reading, interpreting, and diagnosing problems with printed circuit boards (PCBs); understanding schematics and wiring diagrams for equipment.
• Handling technical escalations to advanced technical support teams for inquiries beyond the skills or knowledge of standard technical support associates.
• Providing training and guidance to technical support associates and customers on technical issues.
• Developing and reviewing knowledge base articles and support documentation.
• Providing exceptional customer satisfaction in every interaction with internal and external customers.
• Utilizing and remaining proficient in departmental applications and systems.

QUALIFICATIONS

• Preferred: Two-year diploma or degree in a technical-related area.
• 5+ years of professional experience troubleshooting and repairing production hardware and software solutions.
• Excellent technical written and verbal communication skills.
• Detail-oriented with strong analytical and problem-solving skills.
• Exceptional electro/mechanical skills.
• Industry certifications preferred (A+, Network+, or equivalent).
• Experience in time management and prioritization while leading projects.
• Continuous learning mindset: Ability to easily adapt to and learn new technologies.
• Ability to perform duties and responsibilities independently with limited direction from leadership.
• Ability to create workarounds to solve unforeseen customer problems and document/share solutions across the organization.
• Bilingual capabilities an asset.
• Travel requirements as needed.
• Thorough knowledge of operating systems, including proficiency in standard business applications and collaboration tools.