Technical Support Specialist
Location: SATO America 14125 South Bridge Circle, Charlotte, NC, 28273, United States
Hours: Monday – Friday 8:00 am – 5:00 pm
Duration: Full Time Perm
Compensation: $28 - 32 per hour, plus very generous benefits and PTO (see below)
Description
SATO is seeking a customer-focused Technical Support Specialist to troubleshoot technical issues involving SATO printers, media, and related products. In this role, you will provide direct support to customers through a phone queue and help desk ticketing system, diagnose hardware, software, connectivity, and printer-related issues, and clearly communicate solutions to customers with varying levels of technical experience.
You will also test hardware and software, accurately document troubleshooting activities and product failures, work with customers and distributors to resolve technical issues, and provide timely feedback to Pre-Sales and Post-Sales teams.
Responsibilities
- Provide technical support to customers by phone and through a ticketing system.
- Troubleshoot SATO thermal transfer printers, media, hardware, software, and connectivity issues.
- Diagnose mechanical and electronic printer problems.
- Troubleshoot peripherals and connections, including printers, scanners, USB, LAN, serial, and parallel connections.
- Test hardware and software to diagnose and resolve customer issues.
- Accurately document customer calls, troubleshooting steps, product failures, and resolutions.
- Explain technical information clearly to customers with varying levels of technical knowledge.
- Create clear customer-facing technical documentation.
- Provide feedback to Pre-Sales and Post-Sales teams.
- Perform other duties as assigned.
Required Qualifications
- 1–3 years of customer service or technical support experience.
- Associate's degree in Electrical Engineering, Computer Science, or related field, OR equivalent relevant work experience.
- Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems.
- Knowledge of Windows operating systems and Microsoft Word, PowerPoint, and Excel.
- Understanding of basic networking concepts, including TCP/IP and the OSI model.
- Experience connecting and troubleshooting peripherals such as printers and scanners.
- Experience with communication protocols/connections including parallel, serial, USB, and LAN.
- Excellent written and verbal communication skills.
- Strong attention to detail, punctuality, dependability, and customer-service skills.
- Ability to work effectively in a phone-queue environment and accurately document technical support activity.
Desired Qualifications
- CompTIA A+ and/or Network+ certification.
- Experience with a help desk ticketing system such as Zendesk or ServiceNow.
- Experience with remote desktop/support applications.
- Experience using protocol analyzers, multimeters, oscilloscopes, or similar test equipment.
- Basic electronics knowledge.
- Previous experience troubleshooting printers, thermal transfer equipment, or similar electromechanical products.
Why Join SATO?
SATO offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.
Health & Wellness
- Medical, dental, and vision coverage.
- Domestic partner coverage available.
- Company-paid life insurance, AD&D, short-term disability, and long-term disability.
- Health Savings Account (HSA) with employer contribution.
Time Away
- 10 company-paid holidays.
- 15 days of accrued vacation.
- 6 accrued personal days annually.
Financial Security
- 401(k) with company match.
- Immediate vesting after eligibility requirements are met.
Professional Growth
- Career development opportunities.
- Employee Assistance Program.
- Referral bonus opportunities.
Join SATO America
If you are mechanically inclined, enjoy troubleshooting equipment, and enjoy engaging with customer, apply today!