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About the role
Key responsibilities & impact- Handle outbound phone communication and email monitoring to provide break/fix support for photo finishing equipment located nationwide
- Live answering inbound communication to provide break/fix support
- Troubleshoot mechanical and software issues remotely using NetOps, VNC, TeamViewer, and FIDS
- Proactively monitor website offerings and connectivity status for online operations
- Contact retail sites showing connectivity errors or product stock issues to reduce downtime and resolve problems promptly
- Guide customers through software navigation and operational procedures via remote sessions
- Assist customers with locating part numbers, ordering parts, and installing customer replaceable units
- Support device swaps including media drives, DX printers, and dymo label printers, ensuring smooth initial setup and installation
- Escalate unresolved issues to appropriate departments such as Depot, OSSN, and DFS in a timely manner
Requirements
What you’ll need- Experience with remote troubleshooting tools (e.g., NetOps, VNC, TeamViewer)
- Strong understanding of mechanical and software troubleshooting principles
- Customer-focused with excellent verbal and written communication skills
- Ability to manage multiple tasks and prioritize proactive outreach to reduce equipment downtime
- Familiarity with photo finishing equipment or related technology is highly preferred
- Detail-oriented, patient, and capable of providing clear, step-by-step guidance to customers
Benefits
Comp & perks- Competitive salary
- Opportunity to work remotely and support a nationwide customer base
- Collaborative and supportive work environment
- Training and development opportunities to grow your technical expertise