Technical Customer Care Specialist

About the role

We are seeking an intermediate-level Technical Support Representative with experience supporting external B2B customers using physical hardware products, software products, and database integrations. In this role, you will provide advanced product support for barcode scanners, specialty ID card and thermal printers, ID badging software, and firmware integrations. This is an external, customer-facing contact position focused on product performance, device connectivity, SQL database troubleshooting, and system integration.

Responsibilities

• Handle real-time inbound calls and cases via NICE Cxone platform and Salesforce CRM, maintaining high phone queue availability and schedule adherence.
• Diagnose and troubleshoot hardware devices such as scanners, card printers, thermal printers, and perform mechanical fixes, cleanings, and calibrations.
• Provide advanced technical assistance with ID badging software, including setup, diagnosing, and resolving complex software issues.
• Manage customer support tickets from intake to resolution using Salesforce and SugarCRM, process product repairs, replacements, and coordinate logistics via RMA process in Salesforce and SAP.
• Schedule and lead technical conference calls directly with B2B customer IT departments and administrators to resolve server, firewall, or network connectivity blockers.
• Stay updated on technological developments and product changes to enhance service delivery and assist in training and mentoring junior Technical Support team members.

Requirements

• 2 to 4 years of experience in B2B technical support or customer-facing product support.
• Skilled in diagnosing, calibrating, and resolving connected physical hardware issues and client-server software integrations.
• Basic familiarity with Microsoft SQL Server and SQL Server Management Studio (SSMS), including performing database backups, restores, and modifying local server configurations.
• Experience working within ticket queue environments using CRM platforms and cloud telephony systems.
• Proficient with remote desktop tools (e.g., TeamViewer, LogMeIn, or GoToAssist) to conduct off-site diagnostics and guide customers through step-by-step solutions.
• Strong time management skills with the ability to manage multiple ticket priorities and adhere to professional workforce scheduling.
• Excellent written and verbal communication skills, with the ability to translate complex technical diagnostics into clear instructions for non-technical users.
• Capable of working independently and collaboratively in a fast-paced, high-volume environment.
• Bachelor’s or Associate’s degree in Computer Science, Information Technology, or a related field is preferred but not required.

About Us

PDC, part of Brady Corporation’s global portfolio, is a leader in identification solutions serving healthcare, government, education, entertainment, and hospitality. PDC’s products—from patient identification to music festival wristbands—are integral to Brady’s identification solutions. Brady serves diverse industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace, and more, with a global workforce of approximately 6,400 employees and fiscal 2025 sales of approximately $1.51 billion.

Why Work At Brady

A career at Brady means working for a global company with over 100 years of innovation and growth. As part of the PDC team, you’ll represent a company with strong brand recognition across multiple industries. Brady offers competitive pay, comprehensive benefits, and a culture that encourages collaboration, innovation, and inclusion. Employees enjoy professional development opportunities, family planning benefits, education reimbursement, and a variety of employee resource groups.

Benefits

• Comprehensive insurance coverage starting on your first day, including medical, dental, and vision.
• Generous 401(k) with company match.
• Paid time off and holidays.
• Opportunity to participate in incentive programs for all full-time employees.
• Family planning benefits including paid parental leave, fertility coverage, adoption, and surrogacy assistance.
• Education reimbursement opportunities.
• Scholarship program for children of Brady employees.
• Employee Resource Groups for networking, development, and volunteer opportunities.
• Employee Assistance Program and wellness programs (mental health, family counseling, financial management).
• Dress-for-your-day dress code.
• Charitable contributions matched through Brady’s Matching Gift program.