Deskripsi Pekerjaan
Are you passionate about technology and enjoy solving complex technical puzzles? KMC Solutions is looking for a skilled Technical Support Agent (Print & Imaging Specialist) to join our dynamic team in Quezon City. In this pivotal role, you will act as a trusted advisor for our clients, delivering top-tier technical support specifically focused on printer and imaging hardware, networking configurations, and software integration. We value proactive problem solvers who are committed to customer success and operational excellence.
As part of our Customer Success team, you will be responsible for diagnosing and resolving a wide range of technical issues, ensuring that our clients' printing environments run smoothly and efficiently. If you have a knack for troubleshooting hardware and a friendly demeanor when assisting end-users, we want to hear from you. Join us to advance your career in a supportive environment where your technical skills are valued.
Tanggung Jawab
- Provide advanced technical support and troubleshooting for printer hardware, scanners, and multifunction imaging devices.
- Diagnose and resolve networking issues, including IP configuration, TCP/IP settings, and print server connectivity.
- Assist clients with software installations, driver updates, firmware upgrades, and driver conflict resolution.
- Perform routine maintenance checks and perform preventive maintenance on imaging equipment.
- Communicate complex technical solutions clearly and patiently to non-technical customers via phone, email, or chat.
- Collaborate with the wider IT team to document recurring issues and implement long-term technical improvements.
- Ensure high customer satisfaction scores by adhering to service level agreements (SLAs).
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience as a Technical Support Specialist, Help Desk Agent, or similar role in an IT environment.
- Strong knowledge of printer architectures, protocols (PCL, PostScript), and common printing standards.
- Familiarity with operating systems such as Windows and macOS, including basic command-line knowledge.
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving skills with the ability to troubleshoot under pressure.
- Customer-centric attitude with a focus on delivering a positive user experience.