Technical Support Specialist – Thermal Label Printers

About the role

We are looking for a Technical Support Specialist to be the first point of contact for customers who purchase refurbished thermal label printers. You will guide users through installation and configuration on Windows or macOS, ensuring the printer prints a test label before closing each case.

Key responsibilities

• Answer inbound support calls and stay on the line until the printer prints a test label or the issue is identified as a hardware failure.
• Troubleshoot common problems such as Windows 10/11 driver installations, macOS CUPS setup, USB detection, Ethernet or Wi‑Fi networking, and label‑printing settings.
• Assist customers with integration of shipping software (FedEx Ship Manager, UPS WorldShip, Endicia, ShipStation).
• Manage the ticket queue end‑to‑end: respond, document, schedule callbacks, close or escalate tickets.
• Handle order‑related tickets, including tracking, back‑order options and initiating RMAs.
• Escalate only confirmed Level 2 issues such as dead‑on‑arrival units or mechanical failures.

Required profile

• Previous experience in technical phone support, help‑desk or call‑center environments.
• Ability to explain driver installations and OS settings to non‑technical users.
• Strong written English for clear ticket communication.
• Excellent organizational skills to juggle a shared queue and scheduled callbacks.
• Availability to work during U.S. business hours (CST 10 am‑6 pm).

Required skills

• Windows 10/11 driver installation and troubleshooting.
• macOS driver/CUPS configuration and label alignment.
• USB and Ethernet/Wi‑Fi networking, DHCP vs. static IP setup.
• Familiarity with shipping platforms: FedEx Ship Manager, UPS WorldShip, Endicia, ShipStation.
• Ticketing system usage and escalation judgment.

What we offer

• Hands‑on training with a full lineup of Zebra, Dymo, Datamax, Honeywell and Sato printers.
• Deep knowledge of driver packages, network workflows and troubleshooting best practices.
• Opportunity to develop expertise in barcode and shipping software integration.