XTN-F261180 | CUSTOMER SUCCESS TECHNICAL SPECIALIST

At RANDEM Global, Right People are our biggest asset. We can provide you with the skills and
opportunity to develop and reach your full potential – what’s most important is that you’re a good fit
and willing to learn. We know that there is no such thing as the perfect applicant with the complete set
of skills. We believe in a challenger mindset at RANDEM Global and if you feel that you could
challenge and develop into this role, then we want to hear from you.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Job Responsibilities
• Hardware Diagnostics: Remotely troubleshoot mechanical failures, including paper jams,
carriage stalls, and sensor errors.
• Connectivity & Networking: Configure and troubleshoot IP addresses, wireless (Wi-Fi)
connections, and print servers.
• Software Integration: Assist users with the installation and configuration of print drivers,
firmware updates, and scanning software across Windows, macOS, and mobile environments.
• Color & Quality Calibration: Resolve output issues such as banding, color inaccuracy, and low
resolution prints through deep-dive cleaning and alignment procedures.
• Case Management: Document all interactions in the CRM, ensuring timely follow-ups and
escalation to Tier 2 or field engineering when necessary.
• Data Management: Create reports and/or data analysis as it relates to the business and
product
• User Education: Create "Quick Start" guides or knowledge base articles to help users resolve
common issues independently.
• Customer Service: Maintain a positive, empathetic, and professional attitude toward customers
at all times. Ensure customer satisfaction and provide professional customer support.
• Meeting Targets: Consistently meet or exceed satisfaction target, resolve rate and activity KPIs
(calls per day, talk time, etc.).
• Product Knowledge: Stay up-to-date on all product features, pricing plans, and competitor
offerings.
• Development: Attend all requested meetings/training with team, manager, clients,
etc. Communicate and coordinate with colleagues as necessary. Provide feedback on the
efficiency of the sales process.
• Other duties, as assigned

Experience: 1–3 years in a technical support role, specifically focusing on hardware (Printers,
MFPs, or Copiers).
• Network Savvy: Solid understanding of TCP/IP, DNS, and DHCP as they relate to networked
peripherals.
• Technical Knowledge: Familiarity with laser, inkjet, and thermal printing technologies.
• Communication: Exceptional verbal and written communication skills with a focus on "active
listening."
• Data Analytics: Ability to create reports using basic office suites and provide insights to data.
• Adaptability: Ability to stay calm under pressure while navigating multiple systems and high
volume ticket queues.