Technical Support Engineer

PFU America, Inc. offers a temp to hire Technical Support Engineer role focused on helping customers get the most from PFU America imaging products and software. You’ll provide first-level technical support through phone, chat, and email, while building deeper product and troubleshooting expertise through ongoing knowledgebase updates and hands-on learning.

This hybrid position is based in Santa Clara, CA (with 2 days in the office and 3 days remote each week), with the option to work remote anywhere in the US (100% remote). The pay range is up to $25/hr.

What you’ll do

• Deliver high quality, first level technical support to external customers and value-added resellers, including instruction on proper usage of PFU scanning equipment and software applications.
• Resolve customer issues over phone and/or chat and email using troubleshooting techniques, diagnosis, proprietary applications, and PFU’s Knowledgebase and Troubleshooting Checklists.
• Use good judgement to escalate support requests efficiently when reasonable troubleshooting efforts at the first level have been exhausted.
• Maintain productivity by managing your work between customer contacts, including monitoring and mitigating queue aging so issues are resolved to customer satisfaction.
• Log and document cases in the TAC database, ensuring each entry includes customer details, product information, troubleshooting notes, and diagnostic results with accurate technical detail.
• Apply knowledgebase content to qualify escalations for service or next level support assistance.
• Meet monthly performance targets, including Customer Satisfaction, Net Promoter Score, and department utilization rate.
• Meet monthly expectations for cases logged from inbound customer interactions, including capturing symptoms and resolutions with accuracy as measured monthly.
• Manage inbound availability by monitoring individual phone behaviors, including refused call mitigation and post-call administrative time.
• Support customer growth by creating value through product refreshes and software solutions, and by highlighting PFU service and trade-in programs to generate sales leads.
• Perform outreach to previously closed cases to confirm solutions have been solidified and the customer is satisfied.
• Proactively assist in queue calls if staffing levels are in jeopardy, while prioritizing task activity effectively.
• Secure consent to log end user email addresses for optional post-technical support surveys.

How you’ll grow

• Independently build knowledge of PFU scanning products, software solutions, and troubleshooting techniques by reviewing resolution details of previously escalated calls.
• Complete independent lab study and stay current on newly published and/or updated Knowledgebase content.
• Actively participate in developmental opportunities to improve product knowledge, procedural skills, and customer engagement techniques as scheduled.
• Complete all training courses before defined company deadlines.

Meet the basics

• Know and comply with all company and department policies and procedures.
• Attend departmental and companywide meetings.
• Participate in special projects assigned by management to improve department efficiency and productivity.
• Assist with product registration for customers as needed.