Technical Support Representative

Pittsburgh, PA, US • Posted 30+ days ago • Updated 8 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Pivotal
  • Product Support
  • Customer Satisfaction
  • Management
  • Technical Support
  • Customer Support
  • Testing
  • Remote Desktop
  • Electrical Engineering
  • Test Equipment
  • Computer Hardware
  • Customer Relationship Management (CRM)
  • Quality Assurance
  • Field Service
  • Training

Summary

Our Pittsburgh office, located in Cranberry Township, PA, is looking for a Technical Support Representative to join our Engraving Solutions business, which sells through our Brady and Gravotech brands.

This role is pivotal in driving technical excellence. You will provide advanced product support for automated laser engraving and pin marking systems while ensuring a high level of customer satisfaction.

This is not an IT help desk role - you will be supporting external customers through phone, email, and case management systems.

This is an on-site role at our location in Cranberry Township, PA.

  • Case Handling: Serve as the first level of support for customers experiencing highly technical problems via phone, email, and chat; accurately document interactions and escalate complex cases to the field service team.
  • Technical Support: Provide high-quality technical customer support across our products and services.
  • Remote Diagnostics & Testing: Utilize remote desktop tools and electrical test equipment (e.g. multimeters) to isolate hardware, software, and system issues efficiently.
  • Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
  • Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
  • Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
  • Field Service: Travel may be required for training purposes or as the business requires.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: RTX166a88
  • Position Id: e07e5b77d3026a668071296f80a58d4d
  • Posted 30+ days ago
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