Technical Support Engineer

PFU America, Inc. is seeking a Technical Support Engineer to deliver first-level technical assistance for PFU imaging products and software. This role serves external customers, end-users, and value-added resellers, resolving issues through phone, chat, and email while meeting satisfaction and productivity targets in a temp-to-hire position.

Responsibilities

• Provide technical support to PFU customers and value-added resellers, including instruction on proper usage of scanning equipment and software applications, with appropriate follow-up for previously assisted customers.
• Develop and expand knowledge of scanning products, software solutions, and troubleshooting techniques by reviewing and understanding resolution details from previously escalated calls.
• Complete independent lab study and remain current on newly published and/or updated Knowledgebase content.
• Resolve customer issues via phone and/or chat and email using proper troubleshooting methods, diagnosis, proprietary applications, the company’s Knowledgebase, and Troubleshooting Checklists.
• Use good judgement to escalate support requests efficiently when reasonable first-level troubleshooting efforts have been exhausted.
• Meet monthly Customer Satisfaction and Net Promoter Score objectives.
• Meet monthly department utilization rate expectations by managing activities to remain productive between customer contacts.
• Monitor individual phone behaviors to ensure availability for inbound customer interactions, manage refused call mitigation, and complete post-call administrative time.
• Log cases tied to inbound customer interactions at expected levels, capturing symptoms and resolutions with accurate technical details as measured monthly.
• Ensure TAC database entries include thorough documentation, including customer details, product information, troubleshooting notes, and diagnostic results.
• Manage individual work queues to reduce prolonged aging and take appropriate actions to resolve customer issues to satisfaction.
• Apply relevant Knowledgebase information to qualify escalations for service or next-level support.
• Communicate with a productive, professional, and technical approach to deliver effective solutions without compromising support quality.
• Create value through product refreshes and software solutions, including highlighting service and trade-in programs to generate sales leads.
• Conduct outreach on previously closed cases to confirm solutions are solidified and customers are satisfied.
• Proactively assist in queue calls when staffing levels are at risk by prioritizing task activities.
• Secure consent on customer interactions to log end-user email addresses for optional post-technical support surveys.
• Attend departmental and companywide meetings, and participate in special projects assigned by management to improve efficiency and productivity.
• Support customer needs such as product registration when required.
• Participate in developmental opportunities to improve product knowledge, procedural skills, and customer engagement techniques as scheduled.
• Complete all training courses by defined company deadlines.
• Know and comply with all company and department policies and procedures.

Job Type

• Temp to hire

Location

• Santa Clara, CA (Hybrid)
• Remote (anywhere in the US)
• If local: hybrid schedule with 2 days in the office and 3 days remote each week
• If remote: 100% remote within the US

Pay Range

• Up to $25/hr (USD)