Technical Support Administrator

Based in Concord, North Carolina, DNP Imagingcomm America Corporation is seeking a Technical Support Administrator to help customers resolve software, hardware, or network issues with attentive service. This on-site role oversees ticketing and RMAs, escalates complex cases to the Level 1 support team, and coordinates follow-up with the technical staff. The position pays USD 18 per hour and requires a High School Diploma or GED plus at least two years of related experience.

Responsibilities

• Provide live assistance to customers seeking refunds or other service actions via phone, email, or SMS.
• Conduct daily review of open tickets and reallocate workloads among staff as needed.
• Upload data to our server to support follow-up calls with the technical support team.
• Respond to customer inquiries and resolve issues using multiple communication channels.
• Escalate complex problems to the appropriate department or Technical Support area when necessary.
• Accurately document customer updates, issues, and resolutions in the ticketing system.
• Process orders and Return Merchandise Authorizations (RMAs).
• Review and audit customer uploads to determine when to create a new service ticket for prompt resolution.
• Maintain a high standard of customer service by consistently delivering excellent support.
• Perform other duties as assigned by management.

Requirements

• High School Diploma or GED
• 2+ years of relevant experience
• Familiarity with ticketing systems and CRM software
• Proficiency with basic computer programs including MS Office and database systems
• Working knowledge of email systems, computer hardware, and peripherals
• Excellent written and verbal communication skills
• Strong organizational and time-management abilities
• Ability to work independently and as part of a team
• Availability to work flexible hours, including evenings and weekends
• Bilingual Spanish and English is a plus

Technologies

• MS Office
• Database systems
• CRM software
• Ticketing systems
• Email systems

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The position requires the individual to spend extensive time at a desk working with programs and computer equipment including a variety of photographic and photographic-related equipment in an office environment. The position may als