Imaging Tier 1 Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver frontline assistance to Imaging technicians throughout the service procedure.

• Support technicians from the initial check-in to the final close-out.

• Respond to technician calls and complete necessary check-ins.

• Troubleshoot within Tier 1 parameters and provide clear next steps.

• Record technician interactions, parts, approvals, and images in real time.

• Adhere to established procedures and processes.

• Manage validations, approvals, part codes, and the close-out process.

• Monitor the Tech Board for Yellow and Red job statuses.

• Ensure effective handoffs to internal teams.

• Execute other assigned tasks as required.

• Report to the Imaging Supervisor; no direct reports.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Experience in a call center environment.

• Proficiency in the Microsoft Office suite, including Teams, Outlook, and SharePoint.

• Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

• Must have access to a Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection.

• Availability to work Monday through Friday with rotating Saturdays from 8:00 AM - 2:30 PM Eastern Time.

• Availability to work Monday through Friday with rotating Saturdays from 2:00 PM - 10:30 PM Eastern Time.

• Flexibility to work within core hours of 8:00 AM - 10:30 PM Eastern Standard Time.

• Exceptional verbal and written communication abilities.

• Capability to document accurately in real time.

• Ability to operate across ticketing, phone, and Microsoft Office systems.

• Preferred: Experience in supporting field technicians or imaging/printer equipment.

• Preferred: Familiarity with ticketing or work order systems.

🏝️ Benefits

• Medical, Dental, Vision coverage.

• Paid Time Off (PTO) & Paid Holidays.

• 401K plan with Employer Match.

• Company-sponsored Life Insurance, Short/Long-Term Disability.

• Additional Supplemental Benefits available.

• Remote training opportunities.

• Collaborative work environment.