Printer Technical Support Escalation Specialist

The Printer Technical Support Escalation Specialist will provide advanced customer technical support for printer-related issues, managing escalations from field service engineers, call center teams, and internal resources. This role requires strong troubleshooting skills across software, hardware, connectivity, and solutions environments, with a focus on timely resolution, customer communication, and documentation of workarounds or fixes.

Key Responsibilities

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• Provide printer customer technical support and manage escalations through resolution.
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• Support calls and escalations originating from experienced field service engineers responsible for key customer accounts.
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• Manage escalation traffic from assigned queues while coordinating with call center teams and internal resources.
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• Troubleshoot and resolve issues across software, hardware, connectivity, and printer solutions categories.
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• Install, configure, and troubleshoot customer's Application.
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• Test, validate, and document resolution steps or workarounds for escalated technical issues.
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• Communicate status, next steps, and resolutions clearly to customers, internal teams, and appropriate support channels.
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Minimum Qualifications

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• Ability to work effectively in a dynamic technical support environment.
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• Willingness to take ownership of complex situations until resolution.
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• Self-starter with the ability to manage support queues and escalations professionally and efficiently.
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• Strong teamwork, collaboration, and communication skills.
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• Ability to meet defined call metrics and client-communicated service expectations.
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