Technical Support Installation Technician I at Boston Document Systems

Marlborough, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

26.5

Posted On

18 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Installation, Printer/MFP Systems, Customer Support, Remote Technical Fixes, End User Training, Remote Support, Triage Support, Preventative Maintenance, Remote Service Processes, Customer Satisfaction, Problem Resolution, Email Communication, Decision-Making, Problem-Solving, Systems Skills

Industry

Printing Services

Description

Description Hybrid/Remote with Headquarters in Marlborough, MA Primary territory: Eastern MA -Boston, North/South Shores Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting-edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum. The Opportunity BDS is seeking a successful, driven Technical Support/Installation Technician for our IT Support/Service Department. This position will provide high-level technical support to clients and technicians as needed, and will manage, lead, and assist in the installation of Printer/MFP systems. This person will be a face of BDS and will have the opportunity to provide top-notch customer support. BDS is pleased to provide opportunity for advancement and customized career development. The candidate must be able to operate in a fast-paced environment with a high level of phone support skill, communication, organization, and detail. Your Impact at BDS Work closely with the Systems Support and Installation manager to perform remote technical fixes and installations of printer/MFP systems. Be a strong ‘face’ for BDS, giving an excellent first impression during the install process. Deliver customer-centric service for the installation of small, medium, and large printer/MFP installations. Perform technical use trainings for end users, with the expectation that end users will be able to efficiently utilize their printer/MFP equipment at the end. Deliver excellent, skilled remote support to clients and technicians in the field, providing both initial triage back up support as needed. Help to develop and refine our preventative maintenance program, increasing efficiency and effectiveness of our Service team in the field. Assist in initiatives to improve the remote service processes here at BDS. Ensure that top-level service is brought to each remote call and installation, focusing on customer satisfaction and problem resolution. Respond to client incoming requests via customized email responses and strategize to meet the individual specialized needs and requests of each client. Collaborate with the Dispatch and Customer Account Support teams to schedule and complete remote service calls. Install, manage, and troubleshoot complicated print management software, resolving client side issues quickly and efficiently with 3rd party support. Requirements What You will Need to be Successful Experience working within a customer support department supporting the technical needs of clients such as office equipment repair, IT, manufacturing equipment, service-based business or related industry preferred but not required. Superior communication skills and strong attention to detail Excellent listening skills Highly efficient phone skills Strong decision-making and problem-solving skills Strong systems skills including Excel, Microsoft office Proven track record of customer service excellence Strong email and writing skills Knowledge of advanced print management platforms (e.g. Papercut, MyQ, etc.) preferred, but not required. 1+ Years working within IT Support Helpdesk environments or equivalent Bachelor’s degree preferred but not required Capable of lifting and moving loads up to 50 pounds. What BDS Brings to the Table Health insurance, vision, dental and supplemental insurance Opportunity for advancement Generous PTO Plan Company Outings and Events Highly Focused on developing the careers of every BDS employee. 401(k) plan and company match Generous compensation Full Time Company Website: Bdsdoc.com Our company believes that a team with diverse talents and experiences helps us deliver high quality, creative, and innovative services to our clients and fellow employees. We are committed to recruiting and retaining a workforce where all feel safe and valued, the uniqueness of every individual is respected, all are encouraged to participate and contribute, and all have equal access to opportunities. Boston Document Systems is an equal opportunity employer.

Responsibilities

This role involves providing high-level technical support to clients and field technicians, while also managing and assisting in the installation of Printer/MFP systems. The technician will deliver customer-centric service, conduct end-user training, and help refine the preventative maintenance program.