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Technical Support Representative
2 months ago
About Us
Seagull Scientific is a leading provider of software solutions for designing, printing, and automating the production of labels, barcodes, and RFID tags. Our software platform, BarTender, is utilized by businesses across various industries, including aerospace, food and beverage, logistics, manufacturing, medical, pharmaceutical, and retail.
Job Summary
We are seeking a highly motivated and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be the first point of contact for our external customers, providing product support for our BarTender software and print drivers.
Key Responsibilities
- Provide exceptional customer service and support to external customers via email, chat, and phone.
- Identify, troubleshoot, and resolve technical issues related to our BarTender software and third-party applications.
- Escalate issues to higher support tiers as needed.
- Research and answer miscellaneous questions about software capabilities from resellers and end users.
- Identify and record details about support tickets and contribute to the documentation and the Knowledge Base.
- Play a vital role in suggesting improvements to our product.
- Work closely with other departments, including Engineering, IT, QA, and Sales.
- Provide a World-Class customer experience.
Requirements
- Prior experience as a technical support representative providing excellent customer service and demonstrating strong troubleshooting skills.
- Strong knowledge of Windows operating systems.
- Technical aptitude, with the ability to quickly learn and work with new software.
- Strong written and verbal communication skills, with the ability to speak clear English and Spanish and communicate effectively.
- Problem-solving ability and active listening skills.
- Ability to successfully collaborate in teams and interact with different departments.
- Completion of CompTIA A+ certification a plus.
- Spanish fluency required.
Benefits
- Competitive compensation package.
- Excellent medical, dental, and vision plan.
- 401K with 100% employer matching up to 3.0% with immediate vesting.
- Competitive PTO package.
- Paid company holidays.
- Tuition-reimbursement benefits.
- Company-paid life insurance, short-term and long-term disability benefits.
Our Culture
We are a dynamic, culturally diverse, and fun environment where people with energy, creativity, and passion work together to deliver amazing product experiences for our customers. We value diversity, equity, and inclusion and offer a culture where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity, and inclusion.
Equal Employment Opportunity
Seagull Scientific, LLC, is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
