Helpdesk/Desktop Support Specialist (Contract)

  • location: Suwanee, GA
  • type: Contract
  • salary: $18 - $20 per hour
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job description

Helpdesk/Desktop Support Specialist (Contract)

job summary:
Randstad Technologies is seeking a Technical Support Specialist with some knowledge of wide format printers. Remote Support Technician provides moderately complex technical support for wide-format inkjet printers and cutting machines for the sign/graphics, industrial and textile/apparel markets to dealer technicians and other end users via email, phone, or other methods Possesses a strong understanding of the organization's products and services, but escalates complex inquiries.

Essential duties and responsibilities i

  • Receive calls routed to the remote service center from dealer technicians and end users.
  • Opens service calls in CRM database and assigns to available technicians.
  • Monitor all CRM service calls for assignment and progress.
  • Escalate all calls as appropriate to the Lead Technician, Regional Manager or Technical Center.
  • Confirm part numbers and availability to dealers and end users.
  • Assist dealer technicians with technical troubleshooting.
  • Collect information from field for escalation or resolution from the Technical Center.
  • Assist RMA team with parts verification and troubleshooting.
  • Prepare reports for management regarding repair status.
  • Request Purchase Order from Dealer for all billable calls and attach to CRM
 
location: Suwanee, Georgia
job type: Contract
salary: $18 - 20 per hour
work hours: 9 to 5
education: Associates
 
responsibilities:
  • Receive calls routed to the remote service center from dealer technicians and end users.
  • Opens service calls in CRM database and assigns to available technicians.
  • Monitor all CRM service calls for assignment and progress.
  • Escalate all calls as appropriate to the Lead Technician, Regional Manager or Technical Center.
  • Confirm part numbers and availability to dealers and end users.
  • Assist dealer technicians with technical troubleshooting.
  • Collect information from field for escalation or resolution from the Technical Center.
  • Assist RMA team with parts verification and troubleshooting.
  • Prepare reports for management regarding repair status.
  • Request Purchase Order from Dealer for all billable calls and attach to CRM
 
qualifications:
Must understand wide format printers. Must have call center experience

 
skills:
  • Opens service calls in CRM database and assigns to available technicians.
  • Monitor all CRM service calls for assignment and progress.
  • Escalate all calls as appropriate to the Lead Technician, Regional Manager or Technical Center.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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