Technical Support Specialist

As a Tech Support Specialist at Fresh Prints, you will be the first point of contact for resolving technical issues related to our internal systems, websites, and customer-facing platforms. You will play a critical role in diagnosing, troubleshooting, and ensuring the smooth functioning of our digital products. If you have a knack for problem-solving and enjoy helping people, this position is a great opportunity to contribute to a dynamic and creative environment. Responsibilities Provide timely and accurate technical support to Fresh Prints internal teams and external users. Diagnose and troubleshoot software issues. Respond to queries via email, chat, or phone, ensuring high customer satisfaction. Guide customers and team members through step-by-step solutions for resolving issues. Escalate unresolved issues to the appropriate engineering or product development teams. Document technical issues, processes, and solutions in an organized and accessible format. Assist in creating user-friendly documentation, FAQs, and guides for common issues. Collaborate with IT and product teams to identify and fix recurring issues. Help ensure that all tech-related services, including our website, ordering system, and internal platforms, function smoothly. Must-Have Skills: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience. 1-2 years of experience in a technical support role or related position. Strong knowledge of troubleshooting methodologies and common IT issues. Familiarity with Fresh Prints tech stack (knowledge of Angular, Node.js, MySQL, AWS, and React is a plus). Excellent problem-solving skills and attention to detail. Outstanding verbal and written communication skills. Ability to work in a fast-paced, startup environment and handle multiple priorities. Experience using helpdesk software (e.g., Freshdesk) is preferred. Familiarity with Agile methodologies is a plus.

Fresh Prints is an equal employment opportunity employer and promotes diversity, actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.