XTN-F261180 | CUSTOMER SUCCESS TECHNICAL SPECIALIST

At RANDEM Global, Right People are our biggest asset. We can provide you with the skills and 
opportunity to develop and reach your full potential – what’s most important is that you’re a good fit 
and willing to learn. We know that there is no such thing as the perfect applicant with the complete set 
of skills. We believe in a challenger mindset at RANDEM Global and if you feel that you could 
challenge and develop into this role, then we want to hear from you. 

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves 

Job Responsibilities 
• Hardware Diagnostics: Remotely troubleshoot mechanical failures, including paper jams, 
carriage stalls, and sensor errors. 
• Connectivity & Networking: Configure and troubleshoot IP addresses, wireless (Wi-Fi) 
connections, and print servers. 
• Software Integration: Assist users with the installation and configuration of print drivers, 
firmware updates, and scanning software across Windows, macOS, and mobile environments. 
• Color & Quality Calibration: Resolve output issues such as banding, color inaccuracy, and low
resolution prints through deep-dive cleaning and alignment procedures. 
• Case Management: Document all interactions in the CRM, ensuring timely follow-ups and 
escalation to Tier 2 or field engineering when necessary. 
• Data Management: Create reports and/or data analysis as it relates to the business and 
product 
• User Education: Create "Quick Start" guides or knowledge base articles to help users resolve 
common issues independently. 
• Customer Service: Maintain a positive, empathetic, and professional attitude toward customers 
at all times. Ensure customer satisfaction and provide professional customer support. 
• Meeting Targets: Consistently meet or exceed satisfaction target, resolve rate and activity KPIs 
(calls per day, talk time, etc.). 
• Product Knowledge: Stay up-to-date on all product features, pricing plans, and competitor 
offerings. 
• Development: Attend all requested meetings/training with team, manager, clients, 
etc. Communicate and coordinate with colleagues as necessary. Provide feedback on the 
efficiency of the sales process. 
• Other duties, as assigned 

Experience: 1–3 years in a technical support role, specifically focusing on hardware (Printers, 
MFPs, or Copiers). 
• Network Savvy: Solid understanding of TCP/IP, DNS, and DHCP as they relate to networked 
peripherals. 
• Technical Knowledge: Familiarity with laser, inkjet, and thermal printing technologies. 
• Communication: Exceptional verbal and written communication skills with a focus on "active 
listening." 
• Data Analytics: Ability to create reports using basic office suites and provide insights to data. 
• Adaptability: Ability to stay calm under pressure while navigating multiple systems and high
volume ticket queues.