Technical Support Specialist I
Summary
Fields customer support tickets for SATO's thermal transfer printers, troubleshooting mechanical, electronic, and connectivity issues directly with customers while feeding insights back to pre-sales and post-sales teams. Daily work spans printer hardware diagnostics, Windows/Office, basic networking, and help desk tooling.
The Technical Support Specialist is responsible for troubleshooting technical issues with SATO products directly with customers and providing timely feedback to both Pre-Sales and Post-Sales teams.
· Associate’s degree in electrical engineering or computer science, or equivalent work experience required.
· CompTIA A+ and Network+ certifications are not required but are recommended.
· 1-3 years of customer service or technical support experience
· Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems is necessary.
· Knowledge of Windows Operating System and MS Office products: Word, PowerPoint, and Excel
· Understanding basic computer networking concepts (TCP/IP, OSI model, etc.)
· Experience with attaching peripherals (printers, scanners, etc.), using multiple communication protocols (parallel, serial, USB, LAN)
· Experience with a help desk ticketing system (Zendesk, ServiceNow, etc.) and remote desktop applications is greatly desirable.
· Experience in using test equipment such as protocol analyzers, multimeters, and oscilloscopes, as well as basic knowledge of electronics.
· Attention to detail, punctuality, and excellent customer service are requirements to be successful in this position.
