Qualification Required:

• Adhere to established processes to ensure high-quality service and customer satisfaction.
• Deliver first-call resolution by addressing customer needs effectively and efficiently.

Roles and Responsibilities:

• Provide technical support for customers across Digital Front End, software, operating systems (Windows, macOS, Linux), IT, and network environments using phone, email, chat, or video for all supported applications and products.
• Respond to customer requests by troubleshooting issues and ensuring quick, accurate, and professional resolution.
• Escalate complex issues to higher-level support teams when necessary.
• Configure new devices and modify existing setups to meet customer needs, delivering the best possible solutions with available tools.
• Troubleshoot, replicate, and apply workarounds effectively using internal systems and knowledge databases.
• Document all client interactions, troubleshooting steps, resolutions, and technical details in designated systems to maintain comprehensive support records.

Technical Expertise:

• Prior experience in a technical call center, providing support for hardware products such as printers, air conditioners, computers, elevators, or other electromechanical devices.
• Strong background in troubleshooting, simulation, remote configuration, and problem-solving.
• Solid experience in documentation and record-keeping.

Required Skills:

• Strong software technical support skills.
• High level of technical competency in one or more areas: IT fundamentals, operating systems, desktop applications, or networking.
• Excellent written and verbal English communication skills (C1/C2 level).
• Ability to communicate with empathy and professionalism.
• Strong aptitude and interest in developing in-depth printer hardware expertise at a specialist level.