Technical Helpdesk Support (Night Shift)

SUMMARY:

The Technical Support Representative provides the highest level of customer service by providing technical assistance, troubleshooting, and resolving customer problems for our hardware/software products. The role involves both voice and non-voice customer support, including direct interactions via phone, support hotline, chats, and emails. This role interfaces with FineLines R&D and Operations teams on various product issues and contributes to our growing library of support tools and

resources.

DUTIES AND RESPONSIBILITIES:

• Provide quick, proactive customer communication via support hotline, chats, and emails.
• Identify escalations and share them with colleagues for fast resolution.
• Report potential issues and customer feedback to the Senior Technical Support Manager.
• Respond to customer requests in both oral and written communication.
• Troubleshoot customer installations.
• Collaborate with the Sales team throughout the entire sales cycle.
• Issue product license keys.
• Work with vendors and suppliers to support customers.
• Document product functions and features.
• Maintain working knowledge of applications and features of all products.
• Drive customer satisfaction with our new products.

QUALIFICATIONS:

• Bachelor's degree preferred.
• 1-2 years of related experience and training in hardware and software support.
• A problem-solving mindset.
• The ability to troubleshoot using logic and analytical thinking.
• A strong sense of urgency and attention to detail.
• Aptitude for learning new software programs.
• Familiarity with bar code printing and RFID a plus.
• Familiarity with ERP, WMS, or application software another plus

OTHER DUTIES AND RESPONSIBILITIES:

• Continuously enhance product knowledge to offer expert-level support.
• Ensure customer inquiries are handled efficiently and effectively.
• Contribute to the improvement of customer support processes and documentation.

COMPETENCIES:

• Passionate, tech-savvy problem solver.
• Dynamic and highly motivated.
• Self-starter who can learn at a fast pace and enjoys collaborating.
• Energized by helping customers meet their goals.
• Excellent written and oral communication skills.