Technical support specialist i

The incumbent maintains direct contact with internal and external customers on various technical issues. The incumbent must be able to explain complex technical issues to customers who may not be highly technical. Excellent written communication skills are required to accurately document troubleshooting calls and create customer-facing technical documents. Will work with customers and distributors to accurately document product failures. Test hardware and software daily to resolve customer problems. Perform all other assigned duties. The Technical Support Specialist is responsible for troubleshooting technical issues with SATO products directly with customers and providing timely feedback to both Pre-Sales and Post-Sales teams.

• Associate’s degree in electrical engineering or computer science, or equivalent work experience required.
• CompTIA A+ and Network+ certifications are not required but are recommended.
• 1-3 years of customer service or technical support experience.
• Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems is necessary.
• Knowledge of Windows Operating System and MS Office products: Word, PowerPoint, and Excel.
• Understanding basic computer networking concepts (TCP/IP, OSI model, etc.).
• Experience with attaching peripherals (printers, scanners, etc.), using multiple communication protocols (parallel, serial, USB, LAN).
• Experience with a help desk ticketing system (Zendesk, ServiceNow, etc.) and remote desktop applications is greatly desirable.
• Experience in using test equipment such as protocol analyzers, multimeters, and oscilloscopes, as well as basic knowledge of electronics.
• Attention to detail, punctuality, and excellent customer service are requirements to be successful in this position.