Technical Support Representative

Job Summary:
The Market Solutions Representative is responsible for providing technical support for all Star Micronics products to clients via phone, email, and chat. Work is primarily achieved by individual, or through project teams.

Essential Responsibilities:

· Provide technical assistance to customers for diagnosis, configuration, setup, maintenance, and troubleshooting of Star products.

· Apply critical and analytical thinking to analyze and diagnose technical issues with a focus on achieving first-call resolution.

· Process repair claims and determine product warranty eligibility.

· Manage support tickets and email communication in a timely manner.

· Represent Star with a friendly and approachable demeanor.

· Continuously learn and acquire trade skills necessary for technical support excellence.

· Thoroughly and accurately document support sessions in the Star Knowledge Base.

· Stay updated on new product releases, troubleshooting techniques, new hardware/software issues via internal communications.

· Provide support in Windows, Mac, Linux, iOS, and Android environments.

· Test Point of Sale (POS) and Star-developed software.

· Assist in developing Application Notes.

· Collaborate and assist with technical inquiries within and across departments.

· Maintain a quiet and distraction-free work environment at home.

Skills :

• Effectively read, comprehend, and communicate technical information, and adequating delivery to target audience.
• Ability to define problems, collect data, establish facts, and draw logical conclusions.
• Ability to support high traffic inbound calls and chats and provide support via remote connection software.
• Ability to independently research available resources in resolving technical matters.
• Excellent Time Management skills
• Strong computer skills in a Microsoft Windows environment. Skills must include Word, Excel, Outlook, Teams, Video conference software and Chatting platforms.
• Effectively utilize internal data systems resources for product specifications research and registering pertinent information.

EXPERIENCE:

· High school diploma – Required. Associates degree in Computer Science preferred. Candidates who do not possess the required education may substitute additional technical support experience on a year-for-year basis.

· Minimum 2 years experience in technical support or customer service roles required.

· CompTIA (A+, Network+), MCSE certifications a Plus

· Help-Desk or Call Center experience a Plus

· Bilingual English/Spanish is a Plus, Not a requirement

TRAVEL REQUIREMENTS: None

Pay: $21.00 - $22.50 per hour

Benefits:

• Paid time off

Education:

• Associate (Preferred)

Experience:

• Technical support: 2 years (Preferred)

Work Location: Hybrid remote in Somerset, NJ 08873