Description:
At Matica, we bring together the brightest minds to create breakthrough technology solutions. Our legacy inspires us as we forge ahead dedicated to helping our customers by creating trusted identities that enable organizations to safeguard their ecosystems and to securely connect with customers and partners. We are shaping the future of trusted identity and payment solutions.
We are looking for a Technical Support Specialist to join our team at our Greer, SC, location for the support of our growing North American customer base. This role is vital in supporting our partners and end users across North America as we continue to grow within and across this market. The Tech Support Specialist will be responsible for a variety of customer-facing functions such as email, phone and messaging platform support requests and responses; walking through troubleshooting and resolution steps; updating the support ticket system with appropriate notes; as well as performing evaluation and repair on machines in our depot.
Interested candidates should be technically skilled with excellent interpersonal skills, fast learners, have strong problem-solving ability, be good with their hands and basic tools, and possess a strong customer-service acumen. A specific degree is not required, but demonstrated technical proficiency is required. Relevant certifications in computer and/or printer hardware troubleshooting (i.e CompTIA A+, etc.) are considered a plus but are not required for consideration.
As we are a fast-growing organization, the Tech Support Specialist will also have the opportunity to cross-train in other areas of the organization as we grow and expand. The ideal candidate will have the flexibility to jump in where needed and the drive to seek out opportunities to help the overall team meet and exceed performance targets.

EDUCATION & EXPERIENCE:

• Associates Degree or above in Computer Science, Information Technology or related technical field is desired, but not required
• 3+ years of relevant work experience in a Technical Support function
• 2+ years of relevant work experience in a Customer Service oriented function
• Experience with end-user support ticketing systems and/or prior experience working in a Helpdesk environment

SKILLS:

• Troubleshooting and problem-solving at system and end-user levels
• Effective communication skills, including writing, speaking and active listening
• Capability to communicate technical information in an accessible manner to non-technical end users
• Dedication to customer satisfaction
• Commitment to continuous improvement
• Exceptional time management and organization skills
• Personal and interpersonal soft skills, including the ability to set goals

ABILITIES:

• Ability to use a computer and work at a desk in an office environment
• Ability to bend and reach, utilizing hand tools and fine motor skills
• Ability to work on foot, move goods around the facility, lift and carry loads up to 50 pounds
• Ability to work independently and as part of a team

• Handle customer technical support cases through phone, email or portal submission
• Talk customers through a series of actions to resolve a problem, exercising judgement about when a depot repair is required
• Provide timely and accurate customer feedback on open support requests and/or repair tickets
• Follow up with clients to ensure problem is fully resolved and any required materials are returned upon resolution
• Install, modify and make repairs to card printers and peripheral hardware
• Train partners and end users and installation, operation and maintenance of card printers and related peripherals and consumables
• Maintain accurate documentation for repairs, tickets and orders completed
  Requirements: