Production Print Support Specialist - Hotline

As a Production Print Support Specialist, you will be responsible for providing timely and effective assistance to our technicans and sales representatives resolving technical issues, and ensuring smooth operation of our production systems. The successful candidate will be responsible for maintaining and revising technical documentation, collaborating with colleagues to execute solutions, and monitoring and reporting on production performance. Providing guidance to experienced technical staff members is also a crucial component of this position. Active engagement in technical training and industry-related events is expected to stay informed of the latest technologies and industry developments. This role requires a minimum of 5 years of technical production experience and support, along with strong problem-solving skills and a customer-oriented mindset.

• Provide technical support via phone, email, and other communication channels to technicians experiencing production issues or seeking assistance.
• Respond promptly and professionally to technical inquiries, troubleshooting technical problems, and providing clear and concise solutions.
• Analyze and diagnose complex technical issues related to digital press / production systems, identifying the root cause and implementing appropriate solutions.
• Collaborate with cross-functional teams, including developers, system administrators, and quality assurance, to address and resolve production-related issues.
• Monitor production systems to ensure optimal performance, proactively identifying potential problems, and implementing preventive measures.
• Document and maintain accurate records of client interactions, technical solutions, and issue resolution in a comprehensive and organized manner.
• Conduct thorough investigations and testing to reproduce and validate reported issues, escalating critical problems to senior team members or management when necessary.
• Develop and maintain a deep understanding of our products, services, and production environment to effectively troubleshoot and support clients.
• Stay up-to-date with emerging technologies, industry trends, and best practices related to production support, contributing to continuous improvement initiatives.
• Contribute to the creation and enhancement of support documentation, knowledge base articles, and training materials for internal and external stakeholders

• Bachelor's degree in computer science, information technology, or a related field is preferred.
• Minimum of 5 years of professional experience in technical production support, preferably in a hotline or customer support environment.
• Strong knowledge of production systems, including troubleshooting, maintenance, and performance optimization.
• Proficient in various operating systems (Windows, Linux, etc.) Fiery.
• Excellent problem solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
• Exceptional customer service skills, with the ability to communicate technical concepts effectively to non technical users.
• Strong organizational and multitasking abilities, with a keen attention to detail.
• Proven ability to work effectively both independently and as part of a team in a fast paced, deadline driven environment.

Certifications such as ITIL, CompTIA, or related technical certifications are a plus.

Compensation for this position

The compensation range for this role is $51,900 -$79,000. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Employee perks 

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.  Local candidates only, please.

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