Tier 1 Technical Support Representative

Graphic Products is seeking a Tier 1 Technical Support/Call Center Representative to support DuraLabel software and printers from Beaverton, Oregon. This on-site role handles phone and email inquiries, logs and tracks cases, follows up on issues, and escalates where needed while assisting with installations, troubleshooting, and the creation of samples and templates for Account Managers and customers.

Job Overview

DuraLabel is currently seeking a Tier 1 Technical Support/Call Center Representative to join our team. If you bring hands-on technical aptitude, a keen eye for detail, a commitment to customer service, and enjoy working both independently and with a team, this role could be a fit.

Responsibilities

• Provide phone and email support to customers with questions or issues regarding DuraLabel software and printers.
• Develop and apply technical expertise in DuraLabel applications.
• Assist customers with installing and using the safety label printing software.
• Log cases with details of requests for technical assistance and steps taken to resolve.
• Set and complete follow-up tasks for customers with ongoing issues.
• Install software and printer drivers.
• Troubleshoot printers and software.
• Deliver printer and software training.
• Escalate cases to Tier 2 when necessary.
• Create custom samples and templates for Account Managers and customers.

Requirements

• This is an entry level position with the expectation of growth within the department.
• A passion for working with people and customer service.
• Ability to communicate well, including oral, written and presentation skills.
• Intermediate knowledge of Microsoft 365 suite.
• Detail-oriented self-starter, comfortable working independently and as part of a team.
• Excellent time management skills, prioritizing and handling multiple tasks at the same time.
• Bilingual (Spanish/English) applicants a plus.

Technologies

• DuraLabel applications
• Microsoft 365 suite

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location

Beaverton, OR (onsite)

Pay / Hours

Initial pay up to $20.00 per hour, DOE, with growth potential in both responsibility and compensation.