Job Title: Technical Solutions Specialist – Hardware

Department: Operations

Reports To: Vice President, Operations

POSITION SUMMARY

The Technical Solutions Specialist – Hardware provides expert technical support for both hardware and software issues to Scantron’s Domestic, Global customers and distributors (resellers).

This customer-facing role focuses on helping clients and partners succeed by diagnosing complex hardware and software problems, recommending effective solutions, delivering clear guidance and training. Success in this position requires strong technical knowledge across hardware and software, combined with excellent communication skills to interact professionally with distributors and end customers worldwide.

ESSENTIAL RESPONSIBILITES

• Serve as technical advisor and product advocate; thoughtfully considering customer needs to arrive at a best solution


• Provide application support relating to software functionality, incident resolution and systems configuration


• Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team


• Create knowledge base articles, guides, and other materials


• Participate in client conference calls and meetings as they may relate to reported issues or requested changes


• Install, configure, and support Scantron and third-party software


• Ability to train non-technical resources within a customer environment


• Diagnose and repair mechanical issues with Scantron Scanners and related accessories.


• Collaborate with engineers and other technicians to solve complex problems


• Maintain accurate records of maintenance and repair activities

Required Qualifications

• 2+ years of experience in a technical environment


• 3+ years of technical support /call center experience


• Excellent communication and interpersonal skills


• Experience with support ticket management systems and CRM platforms


• Strategic thinking and planning capabilities


• Strong customer service orientation


• Ability to work under pressure and manage multiple priorities

Benefits

• Competitive salary


• Health, dental, and vision insurance


• 401(k) with company match


• Professional development opportunities


• Paid time off and holidays


• Life and disability insurance