Technical Support Specialist

Job Summary :

We are seeking a skilled and customer-focused Tier 2 Technical Support Specialist to join our support team. This role is responsible for resolving complex printer-related issues for customers, primarily via phone support. The ideal candidate will have 2-4 years of experience in technical support, with a strong background in troubleshooting hardware and software printer problems and delivering exceptional customer service.

Key Responsibilities :

• Provide Tier 2 support for printer-related issues escalated from Tier 1 support.
• Diagnose and resolve hardware, driver, connectivity, and configuration issues across various printer models.
• Deliver technical assistance to customers via phone, ensuring timely and professional resolution.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with engineering and Tier 3 support teams for unresolved or complex issues.
• Maintain up-to-date knowledge of printer technologies, firmware updates, and support procedures.
• Identify recurring issues and contribute to knowledge base articles and support documentation.
• Ensure customer satisfaction through clear communication and follow-up.