Experienced Full Stack Customer Support Technician – Remote Support

Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we're excited to announce an opportunity for an Experienced Full Stack Customer Support Technician –Remote Support to join the team at blithequark. About blithequarkblithequark is a leading provider of innovative solutions for the graphic, digital, and industrial markets. With a rich history of innovation and a commitment to excellence, we've established ourselves as a trusted partner for businesses and individuals alike.Our team is dedicated to delivering world-class products and services that exceed our customers' expectations. Job DescriptionAs an Experienced Full Stack Customer Support Technician –Remote Support, you'll play a critical role in providing technical support and problem resolution to our customers via phone, online, or other methods. You'll be responsible for:* Providing timely technical support and problem resolution to all customers* Monitoring critical accounts and actively participating in support activities to minimize downtime for customers* Triage via KT (Kepner-Tregoe) analytics, Team-viewer or other remote diagnostic sessions, deciphering error codes or other fault readings, and/or determining faulty components or spare part replacement for assigned product lines that the BID service team supports* Analyzing and evaluating equipment performance* Providing on-site service and installation support as needed for training and development purposes* Providing on-site customer support during periods of high activity* Providing technical support to other technicians as needed via phone, teams or other remote software tools* Providing sales assistance for demos and/or customer visits as needed* Working closely with and developing strong business relationships with our client personnel* Completing all required reporting procedures related to phone support and/or software support* Completing all required administrative tasks in an accurate and timely manner* Accounting for all time and activity by recording information through the proper tracking system* Attending training classes and developing necessary knowledge and skills to service BID supported equipment* Communicating technical and escalated issues to the Regional Service Manager and Technical Service Manager* Performing related duties as assigned by managerRequired Skills/Education* Bachelor's degree or equivalent (at least 7 years of progressive experience) in electromechanical or Graphics Arts technology disciplines* HS Diploma or GED* 5 or more years of field service experience with industry-related product lines* Proficient in 2 or more product line technologies* Excellent troubleshooting skills to diagnose and resolve complex technical problems* Experience utilizing KT analytics* Ability to decipher error codes or other fault readings, and/or determine faulty components or spare part replacement* Strong critical thinking and decision-making* Demonstrate a full working knowledge of multiple product lines they support including theory of operation as well as the mechanics and/or software related support* Computer skills with emphasis on operating systems and hardware* Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of bolthires applications, and outstanding customer service* Requires a valid state driver's license (Real ID compliant), and passport* Must be able to travel up to 15%Desired Skills* 10+ years' experience servicing equipment for digital press, wide-format, CTP, or Print on Demand industries* Knowledge of Salesforce Service Cloud* Proficient in 3 or more product line technologies* Thorough understanding of blithequark's portfolio of equipmentSalary and Benefits* $32.00/hour - $36.00/hour depending on experience* Medical, Dental, Vision* Life Insurance* 401k* Paid Time OffWork Environment and Company CultureAt blithequark, we're committed to creating a collegial culture that values diversity, equity, and inclusion.Our headquarters is located in Valhalla, New York, a quaint town just one hour north of New York City. We offer a flexible work environment that allows our employees to thrive and grow in their careers. Career Growth Opportunities and Learning BenefitsWe're committed to investing in our employees' growth and development. As a member of our team, you'll have access to:* Ongoing training and development opportunities* Mentorship programs to help you achieve your career goals* Opportunities to work on high-profile projects and collaborate with cross-functional teams* A comprehensive benefits package that includes medical, dental, vision, life insurance, and 401kIf you're a motivated and customer-focused individual with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Equal Employment Opportunityblithequark is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, culture, or identity. Contact InformationIf you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).