**Experienced Full Stack Customer Support Technician – Remote Support**
Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we're excited to announce an opportunity for an Experienced Full Stack Customer Support Technician – Remote Support to join the team at blithequark.
**About blithequark**
blithequark is a leading provider of innovative solutions for the graphic, digital, and industrial markets. With a rich history of innovation and a commitment to excellence, we've established ourselves as a trusted partner for businesses and individuals alike. Our team is dedicated to delivering world-class products and services that exceed our customers' expectations.
**Job Description**
As an Experienced Full Stack Customer Support Technician – Remote Support, you'll play a critical role in providing technical support and problem resolution to our customers via phone, online, or other methods. You'll be responsible for:
* Providing timely technical support and problem resolution to all customers
* Monitoring critical accounts and actively participating in support activities to minimize downtime for customers
* Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines that the BID service team supports
* Analyzing and evaluating equipment performance
* Providing on-site service and installation support as needed for training and development purposes
* Providing on-site customer support during periods of high activity
* Providing technical support to other technicians as needed via phone, teams or other remote software tools
* Providing sales assistance for demos and/or customer visits as needed
* Working closely with and developing strong business relationships with our client personnel
* Completing all required reporting procedures related to phone support and/or software support
* Completing all required administrative tasks in an accurate and timely manner
* Accounting for all time and activity by recording information through the proper tracking system
* Attending training classes and developing necessary knowledge and skills to service BID supported equipment
* Communicating technical and escalated issues to the Regional Service Manager and Technical Service Manager
* Performing related duties as assigned by manager
**Required Skills/Education**
* 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 KT analytics
* Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement
* Strong critical thinking and decision-making
* Demonstrate a full working knowledge of multiple product lines they support including theory of operation as well as the mechanics and/or software related support
* Computer skills with emphasis on operating systems and hardware
* Possess necessary skills/attributes to include excellent communication skills (both verbal and written), 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%
**Desired Skills**
* 10+ years' 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
**Salary and Benefits**
* $32.00/hour - $36.00/hour depending on experience
* Medical, Dental, Vision
* Life Insurance
* 401k
* Paid Time Off
**Work Environment and Company Culture**
At blithequark, we're committed to creating a collegial culture that values diversity, equity, and inclusion. Our headquarters is located in Valhalla, New York, a quaint town just one hour north of New York City. We offer a flexible work environment that allows our employees to thrive and grow in their careers.
**Career Growth Opportunities and Learning Benefits**
We're committed to investing in our employees' growth and development. As a member of our team, you'll have access to:
* Ongoing training and development opportunities
* Mentorship programs to help you achieve your career goals
* Opportunities to work on high-profile projects and collaborate with cross-functional teams
* A comprehensive benefits package that includes medical, dental, vision, life insurance, and 401k
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
**Equal Employment Opportunity**
blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, culture, or identity.
**Contact Information**
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hlushrteam@blithequark.com).
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