Technical Support Representative

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.

Responsibilities

• Manage Inbound Channels: Handle real-time inbound calls and cases via NICE Cxone platform and Salesforce CRM. Maintain high phone queue availability and adherence to schedule.
• Troubleshoot Specialty Hardware: Diagnose and troubleshoot hardware devices such as Scanners, Card Printers, Thermal Printers, etc. Guide customers through mechanical fixes, cleanings, and calibrations.
• Software Support & Troubleshooting: Provide advanced technical assistance with ID badging software, including assisting with setup, diagnosing and resolving complex software issues, etc.
• Owning the Case Lifecycle: Manage customer support tickets from intake to resolution using Salesforce and SugarCRM. Process product repairs, replacements, and coordinate logistics via the RMA process in Salesforce and SAP.
• Collaborate with Client IT Teams: Schedule and lead technical conference calls directly with B2B Customer IT departments and administrators to safely resolve server, firewall, or network connectivity blockers.
• Continual Learning: Stay updated on technological developments and product changes to enhance service delivery. 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 (distinct from internal IT desktop 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 how to perform database backups, restores, and modify 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 walk customers through step-by-step solutions.
• Strong time management skills with a proven ability to manage multiple ticket priorities and adhere to professional workforce scheduling (including shifts, breaks, and lunches).
• Excellent written and verbal communication skills, with the empathy and patience required to translate complex technical diagnostics into clear, step-by-step instructions for non-technical users.
• Capable of working independently and collaboratively in a fast-paced, high-volume environment.

Qualifications

• Bachelor’s or Associate’s degree in Computer Science, Information Technology, or a related field is preferred but not required.

Benefits

• Comprehensive insurance coverage starting on your first day of employment, 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
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program