• Anoka, MN, USA
  • Full Time

DecoPac offers a robust health plan including medical, dental, life and disability coverages. We also offer a 401K plan with match as well as the opportunity to earn a performance based bonus. *Ability to work remotely, after initial onboarding and training period!*

What will you be doing as a Tech Support Rep.?

The Technical Support Call Center Representative provides outstanding technical support and customer service on DecoPac technology products and solutions (PhotoCake System platforms and applications, websites, etc.) to present and potential customers. This involves performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, resolving username and password problems and assisting with navigating websites and applications. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

  • Answer and resolve inbound technical calls in a fast paced call center environment.
  • Provide support via phone, email and internet as required 40+ hours per week.
  • Able to work a shift pattern, Monday to Friday, 10:15am-7:00pm and Saturday 7am-2pm.
  • Verify and log customer information in the i5 as per defined standards.
  • Provide an accurate record of each call in Customer Relationship Management software.
  • Resolve customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
  • Determine and test scenarios to reproduce user errors.
  • Receive and process product requests.
  • Escalate calls to high level or team leads for resolution if needed.
  • Comply to established goals for performance.
  • Exhibit and maintain high standards of customer service.
  • Become familiar with how product can help our customers succeed.
  • Process System installation and training, and provide phone installation and training.
  • Set-up new customer accounts.
  • Assist with product and component testing as directed.
  • Stay current with system information, changes and updates.
  • Work collaboratively as a part of a team to solve complex technical issues.
  • Report any food safety concerns to Supervisor for resolution, including a food package that is open to the food for any reason.

Skills and Qualification that will makes you successful in this role?

  • High school diploma, GED, or equivalent
  • 1+ years providing technical or helpdesk support or 1+ years of working experience in a call center or customer service environment.
  • Knowledge and experience of customer service practices.
  • Strong knowledge of software applications including spreadsheet (Microsoft Excel), word processing (Microsoft Word), presentations (Microsoft PowerPoint) and e-mail (Microsoft Outlook)
  • Experience troubleshooting and testing devices and applications based on Android, iOS, and other operating systems.
  • Experience supporting "inkjet" based printing products a plus.
  • IBM System (AS/400) experience.
  • Understanding of PCs including, major browsers (IE, FF, Safari, Chrome) and other web-based applications.
  • Experience using CRM (Customer Relationship Management) software.
  • Bilingual Spanish is a plus.
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