Product Support Technician - Neuralog Enterprises, Inc.

Neuralog, a company that creates both hardware and software solutions for the energy and commercial labeling industries is looking for professionals to join our Product Support team.  We are seeking a Product Support Technician with a proven track record of delivering excellent customer service. This position is fast-paced managing inbound technical customer & reseller service events remotely (phone, chat, email). You will be supporting Client commercial high-end printers & technologies.

Provide remote solutions that minimize our customers downtime by avoiding wait and travel time necessary for onsite service. Support a very unique customer base each with mission-critical attributes that rely heavily on our ability to adapt, meet Service Level Agreements (SLA) while delivering world-class customer service and complete technical resolutions.

A Product Support Technician plays a crucial role in ensuring the smooth operation and customer satisfaction of a company’s products. 

1. Troubleshooting and resolving issues: handling technical requests from customer service and in-house production, identifying problems, and finding effective solutions.
2. Documentation: logging details of issues and resolutions for future reference and reporting to the engineering department.
3. Customer interaction: communicating with customers to understand their issues and provide timely support.
4. Installation and configuration: setting up and configuring hardware and software as needed.
5. Collaboration: working with various departments, such as engineering and sales, to improve product performance and customer satisfaction.

Depending on your specific skills and interests, you will be asked to support the following products. You will be provided training on the any products you will support.

Hardware Solutions

- NeuraScanner Well Log Scanner

- Neuralog Well Log Printers

- NeuraLabel Continuous Label Printers

Skills Required

• Documented job history which includes a technical background encompassing both software and hardware knowledge, troubleshooting, problem-solving, team collaboration, and customer service expertise. This is not an entry-level position and requires 2+ years of applicable experience. • Exposure to a variety of computer applications, databases, remote access applications, and network configurations. • Exceptional communication skills needed to manage interactions with a culturally diverse customer & reseller base. • Ability to de-escalate and prioritize well interactions with customers while delivering world-class customer satisfaction. • Prior experience within a care center / remote support center managing service events via a ticketing system. • Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping our customers informed on progress and delivering a positive outcome • Knowledge of structured methodology to resolve an issue such as 5-step troubleshooting. • Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites • Graphics and/or application support experience. • Product-specific training will be provided.