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POSITION PROFILE:

Provides help desk technical support in a collaborative work environment while delivering an outstanding customer experience across phone, email, and digital support channels. This role is ideal for a passionate photographer who combines strong technical expertise with exceptional customer care skills. The successful candidate will provide technical support for variety of products including Compact Cameras, D-SLR and Lenses, 360° Cameras, Film Camera, Binoculars, Spotting-Scopes, and a variety of accessories for all related products.

JOB DUTIES AND RESPONSIBILITIES:

Responds to incoming support incidents (i.e. telephone, chat, email, text and video) in a timely, professional manner.
Evaluates incoming issues and provide technical support for all imaging products which include, film and digital cameras, 360° cameras, lenses, sport optics and accessories.
Troubleshoot hardware, WIFI and software connectivity, and operational issues to identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action.
May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue appropriate resolution procedures.
Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration.
Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields.
Educate customers on camera functions, photographic techniques, and best practices.
Assist customers in understanding exposure settings, focus modes, image quality settings, shooting configurations, firmware updates, mobile app connectivity, and accessory compatibility.
Stay current on new camera technologies, product releases, and industry trends
Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications):

Typically requires:

High school diploma or equivalence and: BS Degree, technical school graduate, photography training, or equivalent experience.
3 or more years of technical support experience.
Strong background in photography and photographic principles.

KNOWLEDGE, SKILLS AND ABILITIES:

Displays functional verbal and written communication skills suitable for assessing the issues and relating course of action.
Excellent Oral and written communication skills and strong interpersonal skills to work effectively with people at all levels and varying backgrounds.
Possesses advanced methodical approach skills in resolving problems.
Possesses excellent customer service skills, including ability to follow up to ensure closure of issues.
Possesses initiative and ability to be highly self-motivated.
Possesses ability to read and understand technical documentation, manuals and electrical diagrams.
A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.
Thorough understanding of the exposure triangle and camera operation.
Knowledge of digital camera systems, lenses, flashes, and imaging accessories.
Experience troubleshooting consumer electronics or imaging products preferred.
Ability to explain technical concepts clearly to users of all skill levels.
Passion for photography and imaging technology strongly preferred.
Knowledge with 360° cameras, binoculars and spotting scopes is not required
but would be considered an asset.
Spanish or French would be considered an asset but not required.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS:

Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
Shift work, extended hours, stand-by and/or on-call may be required.
Physical effort may be required to move heavy objects on wheels. Requires frequent walking, standing, bending, reaching and lifting.
Occasionally, lifts and moves pallets, boxes, office furniture and equipment in accordance to OSHA standards.
Requires a high level of proficiency and hands-on knowledge of peripherals and digitized output devices from a hardware standpoint. May require use of a variety of small hand tools.
Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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