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Product Support Specialist
Ref No.: 20-01329
Location: Atlanta, Georgia
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.
— Product Support Specialist — Remote Opportunity for a 6-Month+ Contract —

* * * Day Shift: Monday-Friday, 8 am-5 pm EASTERN TIME * * *

Essential Job Functions:
  • This contract position is primarily responsible for handling issues with printing at distribution centers
  • Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly
  • Troubleshoots technical issues via phone, tickets and remote support in a courteous manner both synchronously and asynchronously
  • Escalates unresolved issues to L3 or engages service vendor
  • Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
  • Has limited administrative rights; can make change to printing system software and user desktop configurations for printing
  • Tests fixes prior to closing tickets to ensure problems have been adequately resolved
  • Records, tracks, and documents the problem-solving process for each ticket
Experience / Education / Computer Efficiency Requirements:
  • Strong organizational and time management skills critical
  • Demonstrated active listening skills
  • Exceptional analytical and problem-solving skills
  • Ability to work independently, think critically, and define an appropriate course of action and follow through to ensure the issue is resolved in a timely manner
  • High level of accountability for all tasks and assignments
  • Excellent attention to detail and strong verbal and written communication skills essential
  • Experience working with enterprise output products (client) preferred but not required
  • Strong computer skills, including ability to access internal resources, navigate multiple computer programs, quickly learn new tasks, and effectively troubleshoot moderate to complex computer issues
  • Experience with triaging, diagnosing, and troubleshooting printers and Windows 7 & 10
  • Understand how to triage equipment
  • Needs to be efficient and quick to respond
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit