• Provide support to clients for a variety of technology-related issues • Manage hardware deployed at client locations including payment terminals, routers, servers, etc. • Improve client experience with Grant Street Group products • Establish relationships with client’s IT staff • Support employees with laptops, tablets, smartphones, printers, etc. • Support annual client conferences • Collaborate with product owners, business analysts, and system administrators

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing expert technical support for tabletop, label presses, and wide format digital printers. - Apply expert technical knowledge to drive rapid resolutions to complex technical issues in the field at customer sites. - Identify and take action to close skill gaps across branches. - Liaise with Quality, Engineering, and Product Management teams to resolve arising issues and develop training materials. - Ensure Global Tech teams follow the escalation process and escalate complicated cases to the engineering team as needed. - Lead new product launches. - Develop channel technical competencies through tech training and inform stakeholders of key technical updates. - Provide regional and global field service and call center support as required. - Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s). - Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits. - Provide remote and onsite customer installations and training. - Create and maintain support cases as per defined Standard Operating Procedures (SOP’s). - Coordinate shipment of replacement/repair and loaner units. - Manage assigned service parts inventory and perform required transactions as per SOP’s. - Follow up with all open customer cases and issues to ensure timely and satisfactory resolution. - Escalate critical customer technical cases that need next level of Tier involvement as per SOP’s. - Complete assigned customer related projects. Qualifications - Requires seven (7) years of experience performing technical support for tabletop, label presses, and wide format digital printers. - Experience must include seven (7) years with each of the following: - Operating and repairing MTEX wide format digital printing presses. - Applying knowledge of CMYK printing systems and digital color management tools and techniques. - Working with image design software such as Adobe Illustrator, Photoshop, and RIP programs. - Installing, troubleshooting, repairing, and maintaining electrical, electronic, and mechanical printing systems. - Working with Windows operating systems, machine control software, and networks and graphics programs used in the commercial printing industry. - Working with Case Management ERP or CRM systems. - Experience must include five (5) years with each of the following: - Providing front line customer-facing industrial equipment support and maintenance, including Call Center, Field Service, workshop repair, and sales support. - Providing technical expertise for projects. - Participating in trade shows and exhibitions. - Experience may be gained concurrently. - Domestic travel required up to 50%. Destination and frequency impossible to predict. Application Process Apply via email: rwheaton@astronovainc.com (please put “Tier 3 Field Technical Support” in Re” line) OR apply by mail to: c/o Rhonda Wheaton, Director, Human Resources, AstroNova, Inc., 600 East Greenwich Avenue, West Warwick, RI 02893

• Assists clients with business solution definition as well as campaign management and business intelligence tools and/or processes • Fully understands details of client's data and Acxiom's marketing capabilities • Executes and analyzes decision support processes and data to measure campaign efficiency, data accuracy, data integrity, operations performance, customer satisfaction and cost effectiveness • Provides data, analysis and recommendations to support multiple technical operations and ensure client satisfaction • Researches, trouble shoots, administers application administration, conducts application user training, and code changes • Point-of-contact for clients with business solution definition through campaign management and business intelligence tools and/or processes • Audits post-production changes to ensure service level agreement compliance • Develops, maintains and improves client relationship through increased client communications

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves managing customer operations and technical support within a cybersecurity startup. - Serve as the highest technical escalation point within support, driving issues to full resolution. - Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. - Help design and optimize our support platform, workflows, playbooks, and documentation standards. - Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. - Identify trends from customer interactions and translate them into actionable insights. - Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. - Support onboarding and ongoing customer usage to ensure value realization. - Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday. Qualifications - 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment. - Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations. - Strong troubleshooting skills. - Experience improving support processes and working cross functionally with Product and R&D. - Analytical mindset, comfortable working with metrics, dashboards, and performance tracking. - Excellent customer facing written and spoken communication skills in English. - Proactive, organized, and comfortable in fast paced environments. - Advantage: Cybersecurity background. Company Description We are a cybersecurity startup building next generation technology for global customers.