Experienced Customer Support Technician – Remote Support Specialist for Innovative Technology Solutions

Introduction to blithequark Imagine being part of a dynamic team that revolutionizes the way businesses operate and individuals live. At blithequark, we are passionate about delivering cutting-edge solutions that make a real difference. As a leader in our industry, we pride ourselves on our commitment to innovation, customer satisfaction, and employee growth. Our Business Innovation Division is at the forefront of providing world-class, state-of-the-art solutions for various sectors, including Ink Jet Printing, Digital Printing, Wide Format, Toner, Offset Plates, Packaging, and more. We are now seeking an exceptional Customer Support Technician to join our remote support team, providing technical expertise and unparalleled customer service to our valued clients. Job Overview The Customer Support Technician – Remote Support will be the primary point of contact for our clients, offering timely and effective technical support and consultation via phone, online, or other methods. This role requires approximately 15% travel for training, development, and on-site support opportunities. As a key member of our team, you will be responsible for resolving complex technical issues, analyzing equipment performance, and providing sales assistance for demos and customer visits. Your exceptional communication skills, both verbal and written, will enable you to build strong relationships with our clients and internal stakeholders. Key Responsibilities Provide timely and effective technical support and problem resolution to all customers via phone, online, or other methods. Monitor critical accounts and actively participate in support activities to minimize downtime for customers. Triage issues using analytics tools, remote diagnostic sessions, and error code analysis to determine faulty components or spare part replacement for assigned product lines. Analyze and evaluate equipment performance to identify areas for improvement. Provide on-site service and installation support as needed for training and development purposes. Offer technical support to other technicians as needed via phone, teams, or other remote software tools. Provide sales assistance for demos and/or customer visits as needed. Develop strong business relationships with client personnel and ensure customer satisfaction. Complete all required reporting procedures related to phone support and/or software support. Attend training classes and develop necessary knowledge and skills to service supported equipment. Communicate technical and escalated issues to the Regional Service Manager and Technical Service Manager. Perform related duties as assigned by the manager. Essential Qualifications Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines. HS Diploma or GED. 5 or more years of field service experience with industry-related product lines. Proficient in 2 or more product line technologies. Excellent troubleshooting skills to diagnose and resolve complex technical problems. Experience utilizing analytics tools. Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement. Strong critical thinking and decision-making skills. Demonstrate a full working knowledge of multiple product lines, including theory of operation, mechanics, and software-related support. Computer skills with emphasis on operating systems and hardware. Possess necessary skills/attributes, including excellent communication skills, working knowledge of Microsoft applications, and outstanding customer service. Requires a valid state driver's license (Real ID compliant) and passport. Must be able to travel up to 15%. Preferred Qualifications 10+ years of experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries. Knowledge of Salesforce Service Cloud. Proficient in 3 or more product line technologies. Thorough understanding of blithequark's portfolio of equipment. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Technician, you will have access to comprehensive training programs, on-the-job training, and opportunities to develop new skills and knowledge. Our collaborative and dynamic work environment encourages innovation, creativity, and continuous learning. You will be part of a talented team that values diversity, inclusivity, and mutual respect. Work Environment and Company Culture Our headquarters is located in Valhalla, New York, a quaint town just one hour north of New York City. We offer a collegial culture and a flexible work environment that promotes work-life balance. At blithequark, we are guided by our commitment to innovation, customer satisfaction, and employee growth. We strive to create a workplace where everyone feels valued, respected, and empowered to contribute their best work. Compensation, Perks, and Benefits We offer a competitive salary range of $32.00-36.00 per hour, depending on experience. Additionally, you will be eligible for a bonus, medical, dental, vision, life insurance, 401k, and paid time off. We believe in recognizing and rewarding our employees' hard work and dedication to excellence. Conclusion If you are a motivated and talented individual with a passion for delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity. As a Customer Support Technician at blithequark, you will be part of a dynamic team that is shaping the future of our industry. Join us and discover a workplace that values innovation, diversity, and employee growth. Apply now and take the first step towards an exciting and rewarding career with blithequark!