Remote Technical Customer Support Specialist

About the role

The Remote Technical Customer Support Specialist will provide support to customers, field engineers and business‑partner engineers for escalated issues, focusing on fast, efficient resolutions and high customer satisfaction.

Key responsibilities

• Provide remote assistance to customers, field engineers and partners for escalated technical problems.
• Receive client contacts via phone, video chat, web portal or email, triage issues and resolve them directly when possible.
• Communicate with clients to understand problems using any provided technology.
• Utilise tools, knowledge bases and other resources to troubleshoot and resolve reported issues.
• Collaborate closely with the Next Level Technical Escalation team, engineering groups and in‑country support staff.

Required profile

• Good oral and written communication skills in English (minimum B2).
• At least 2 years of experience as a Technical Support Specialist, including 6 months supporting electro‑mechanical devices.
• Proven ability to troubleshoot both known and unknown technical queries.
• Self‑aware and conscientious about meeting personal, team and organisational metric targets.
• Maintains a helpful and courteous attitude in all circumstances.

Required skills

• Supporting electro‑mechanical devices.
• Knowledge of the Xerographic process.
• Knowledge of colour printing theory.