Technical Support Administrator

Job purpose

The Technical Support Admin will provide support and assistance to customers who are experiencing issues with software, hardware, or network-related issues. This position requires exceptional customer service skills. Technical Support Admin role will work closely with the Level 1 support team and escalate issues to the appropriate department as necessary.

Duties and responsibilities

• Provide live call assistance to customers in need of refunds or other service requests.
• Daily review of open tickets and reassigning employee workloads as needed.
• Upload data into our server to facilitate the follow-up calls to our technical support team.
• Respond to customer inquiries and proficiently resolve issues using phone, email, or SMS communication.
• Escalate complex issues to the appropriate department or Technical Support area as necessary.
• Document customer updates, issues, and resolutions accurately in the ticketing system.
• Process orders and Return Merchandise Authorizations (RMAs)
• Review and audit customer uploads with a logical sense of when to create a new service ticket to address issues promptly.
• Maintain a high standard of customer service by consistently providing exceptional support to all customers.
• Other duties assigned by management.

Qualifications

• High School Diploma or GED 
•  2+ years of quality experience in a related field
• Familiarity with ticketing systems and customer relationship management (CRM) software 
• Proficiency with basic computer programs including MS Office and database systems.
• Working knowledge of email systems, computer hardware, and peripherals.
• Excellent written and verbal communication skills 
• Strong organizational and time management skills 
• Ability to work independently and as part of a team.
• Availability to work flexible hours, including evenings and weekends.
• Bilingual Spanish and English is a plus. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  The position requires the individual to spend extensive time at a desk working with programs and computer equipment including a variety of photographic and photographic-related equipment in an office environment.  The position may also require some lifting of the standard computer and computer-related equipment up to 20 pounds.

DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com/en-us/.

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.