Under general supervision, in-bound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions for our company's proprietary software and equipment. Solutions include, but are not limited to, resolving username and password problems, uninstalling/installing basic software applications, installing print/copy drivers, as well as company software. Verifying proper hardware and software configuration, power cycling equipment, assisting with navigation around applications menus, networking and Internet connectivity issues. Support will be provided by clearly communicating technical solutions in a friendly, professional manner. Representatives will perform related work as required.

Duties & Tasks/Essential Functions:

As a key member of the Showcase Technology team, the Technical Support Representative will be responsible for:

  • Delivering service and support to end-users using remote access to computer stations, as well as guiding customers through all necessary procedures
  • Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Diagnosing and resolving technical hardware and software issues involving Internet connectivity, software installation, copier/printer issues, and more
  • Researching required information using available resources
  • Following standard processes and procedures
  • Identifying and escalating priority issues per client specifications
  • Redirecting problems to appropriate resource
  • Accurately processing and recording call transactions using a computer and designated tracking software
  • Offering alternative solutions where appropriate with the objective of retaining customers' and clients' business
  • Organizing ideas and communicating oral messages appropriate to listeners and situations
  • Following up and making scheduled call backs to customers where necessary
  • Staying current with system information, changes and updates
  • Sending out orders or replacement equipment
Skill & Knowledge Qualifications:

Qualified candidates for this position must meet the following criteria:

  • Technical Support Experience
  • Strong attention to detail
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Customer Service/troubleshooting experience
  • Knowledge of relevant computer software applications and equipment



Key Responsibilities:

As a key member of the Showcase Technology sales team, the Reseller Field Sales Account Manager position will:

  • Assist with overall growth of our largest reseller accounts
  • Establish and Maintain contact and develop working relationships with existing reseller partners
  • Increase overall sales exposure and brand awareness within the accounts
  • Proactively partner with the reseller sales team(s) to find new opportunities
  • Assist in developing and implementing marketing plans including development of (but are not limited to) print advertising, digital advertising, conferences/events, collateral, videos, sales tools, web content, email, research, social media, etc.
  • Work closely with the Showcase Technology Inside Sales team to facilitate day-to-day account operations including (but not limited to) Microsoft CRM, daily quotes, pricing feedback, installation, technology support, team back up, billing and reporting
Minimum Requirements:

Qualified candidates for this position must meet the following criteria:

  • Copier/technology industry sales & marketing experience
  • Bachelor's Degree in Business Administration and/or equivalent education or experience
  • Excellent business development and solution sales experience
  • Channel sales experience is strongly preferred
  • Knowledge of sales & marketing principles, as well as copier technology terminology and products
  • Excellent verbal, written and interpersonal communication skills, with a strong customer relationship orientation
  • Must have strong presentation and training skills
  • Excellent organizational and time management skills.  Candidate must be able to meet deadlines in a fast paced environment with ever-changing work priorities
  • Must be an excellent team player, and have the ability to make sound and independent decisions with demonstrated success in problem solving, collaboration and communications
  • Demonstrated history of building out and managing to key performance metrics
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook and Access) and have a technical aptitude
Special Requirements:
  • Must be available for limited domestic travel


To Apply:

Please email cover letter and resume to: