Job Description
The Printer Technical Support Escalation Specialist will provide advanced customer technical support for printer-related issues, managing escalations from field service engineers, call center teams, and internal resources. This role requires strong troubleshooting skills across software, hardware, connectivity, and solutions environments, with a focus on timely resolution, customer communication, and documentation of workarounds or fixes.
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Key Responsibilities
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- Provide printer customer technical support and manage escalations through resolution.
- Support calls and escalations originating from experienced field service engineers responsible for key customer accounts.
- Manage escalation traffic from assigned queues while coordinating with call center teams and internal resources.
- Troubleshoot and resolve issues across software, hardware, connectivity, and printer solutions categories.
- Install, configure, and troubleshoot customer's Application.
- Test, validate, and document resolution steps or workarounds for escalated technical issues.
- Communicate status, next steps, and resolutions clearly to customers, internal teams, and appropriate support channels.
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Minimum Qualifications
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- Ability to work effectively in a dynamic technical support environment.
- Willingness to take ownership of complex situations until resolution.
- Self-starter with the ability to manage support queues and escalations professionally and efficiently.
- Strong teamwork, collaboration, and communication skills.
- Ability to meet defined call metrics and client-communicated service expectations.
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