Technical Support Representative I
On-site · Concord, North Carolina, United States
Job Summary
Technical Support Representative I provides live technical phone support to photo kiosk users and store personnel, diagnosing hardware/software issues, responding to emails, managing a personal case queue, and escalating to Tier II as needed. The role involves documenting actions, creating training documentation, coordinating with 3rd party support, and completing ad hoc projects. Travel to customer sites for onsite support is required (approximately 10-20%). Collaboration with a team to meet departmental goals and participation in team meetings is expected. Bilingual Spanish and English is required. An associate degree or two-year technical certificate is preferred, with 2+ years in digital imaging support or 1+ years in PC technical call center support. Proficiency in PC hardware, Windows (Win10/11), Mac OS, iOS, Android, and digital imaging systems is needed, along with strong communication, problem-solving, and time-management skills.
Required Qualifications
- Bilingual Spanish and English is required
- An associate degree (in a computing field) or two-year technical certificate is preferred
- At least 2 years of digital imaging support and/or 1+ years of PC technical call center support experience required
- Basic to moderate PC hardware and Windows troubleshooting
- Familiarity with Windows (Win10, 11), Mac OS, iOS, Android
- Knowledge of digital imaging systems and digital photography
- Familiarity with PC software/hardware support procedures
- Effective oral and written communication skills
- Ability to maintain professional demeanor with customers and coworkers
- Demonstrated problem-solving skills
- Strong time management skills
- Capability to work as a productive team member
- No supervisory responsibilities
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