Concord, NC

Support Jobs in Concord, NC

2 jobs found

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22d ago

Bilingual Technical Support Representative (Spanish Speaking)

DNP Imagingcomm America Corporation Concord, NC

Concord, NC

22d ago

$19 - $19/hr Full time Application Support Bilingual Customer Service

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Job Description

The Bilingual Technical Support Representative (Spanish Speaking) supports DNP Imagingcomm America Corporation by delivering live technical assistance over phone and email for hardware, software, and imaging systems used by photo kiosk users and store personnel. The role requires fluent Spanish and English, along with proven imaging and tech support experience.

Location

Concord, NC (onsite)

Compensation

USD 19 - 19 per hourly

Responsibilities

Provide real-time technical support via phone for diverse products and customers.
Handle email and direct support requests with timely responses.
Diagnose and resolve a range of hardware and software issues.
Maintain and manage a personal case queue, driving each case to resolution.
Escalate complex problems to Tier II according to established procedures.
Document actions with precise, detailed reports of support activities.
Address priority assignments as directed by management.
Create training documentation detailing problems and processes.
Coordinate with third-party support groups for field services and escalations.
Complete additional projects as assigned by management.
Collaborate within a team to achieve departmental goals, sharing case ownership.
Participate in team meetings and provide constructive feedback.
Provide onsite support at customer sites as needed, with an estimated travel of 10-20%.
Meet or exceed departmental and company performance standards.
Develop and maintain a suitable skillset aligned with role requirements.
Perform other duties as assigned by management.

Requirements

Bilingual Spanish and English is required.
An associate degree in a computing field or a two-year technical certificate is preferred.
At least 2 years of digital imaging support and/or 1+ years of PC technical call center support experience is required.
Basic to moderate skills in PC hardware and Windows application troubleshooting, printer troubleshooting, and networking.
Familiarity with Windows (Win10, Win11), Mac OS, iOS, and Android operating systems.
Knowledge of digital imaging systems and digital photography.
Understanding of concepts and procedures commonly used in PC software and hardware technical support.
Effective oral and written communication with good grammar and spelling.
A professional demeanor when interacting with customers and coworkers.
Demonstrated problem-solving abilities.
Strong time management skills.
Ability and temperament to function as a productive member of a support team.

Technologies

Windows (Win10, Win11)
Mac OS
iOS
Android

Supervisory Responsibilities

This position has no supervisory responsibilities and reports directly to the Technical Support Manager.

Physical Demands

Ability to sit or stand for up to 8 hours
Use of arms, hands, and fingers to feel and reach
Ability to bend, stoop, or kneel as needed
Capability to hear and communicate with customers
Lift up to 45 lbs independently and up to 50 lbs with team assistance

Safety Requirements

Ability to wear required PPE in manufacturing areas as needed.

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22d ago

Technical Support Administrator

DNP Imagingcomm America Corporation Concord, NC

Concord, NC

22d ago

$18+/hr Full time Administrative Assistant Administrative Support Application Support

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Job Description

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

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Support Jobs in Concord, NC

Bilingual Technical Support Representative (Spanish Speaking)

Technical Support Administrator

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