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Technical Support Specialist


Long Beach, CA, US

Requisition ID:  2972
Company:  Epson America, Inc
External Job Description

The Technical Support Specialist is responsible for providing technical / pre-sales support on Epson product lines regarding usability, installation, and configuration to ensure high customer satisfaction, communicating with customer will be via telephone, email and live-chat.


Principal Accountabilities

In addition to the following Epson's policies and procedures, principle accountabilities include, but are not limited to:


Customer Support

Represents EAI through professional verbal and written communications.

  • Responds promptly to technical questions and issues (telephone, email, and live-chat) for all Epson product lines to ensure high customer satisfaction
  • Responds promptly to escalations received from key customers
  • Duplicates technical issues as part of investigation and resolution of customer inquiries
  • Escalates unresolved usability issues as appropriate
  • Ensures accurate data entry into customer call logs


Product Launch & Sustaining Support

  • Participate in the validating of technical bulletins, firmware, drivers, and other updates
  • Conducts software driver testing for Macintosh and Windows operating systems
  • With guidance from Product Specialists, prepares technical content for inclusion in product support documents


Required Skills & Experience

  • Completion of program at a community college, technical or commercial school or equivalent experience (minimum of a 2-year program)  
  • 2-5 years of Call Center experience required
  • Customer Service with technical products preferred.
  • Experience providing support through live chats and email preferred

Epson America, Inc. is an Equal Opportunity/ Affirmative Action Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local law.

Nearest Major Market: Los Angeles

Job Segment: Technical Support, Firmware, Testing, Sales Support, Technology, Sales, Customer Service