Technical Solutions Specialist

Job Description Job Title: Technical Solutions Specialist – HardwareDepartment: OperationsReports To: Vice President, OperationsWHO WE AREScantron (SCN Worldwide, LLC) is a leading provider of assessment and technology solutions with headquarters in Eagan, Minnesota. Scantron has been the leading organization in data collection for over 50 years, offering critical assessment, technology, and data capture solutions globally. Our company provides best-in-class scanning solutions supporting educational institutions, businesses of all sizes, and government agencies worldwide.POSITION SUMMARYAt Scantron, we don't just fill positions, we invest in people who want to build something meaningful. The Technical Solutions Specialist (Hardware) provides expert technical support for both hardware and software issues to Scantron’s Domestic, Global customers and distributors (resellers).This customer-facing role focuses on helping clients and partners succeed by diagnosing complex hardware and software problems, recommending effective solutions, delivering clear guidance and training. Success in this position requires strong technical knowledge across hardware and software, combined with excellent communication skills to interact professionally with distributors and end customers worldwide.ESSENTIAL RESPONSIBILITESServe as technical advisor and product advocate; thoughtfully considering customer needs to arrive at a best solutionProvide application support relating to software functionality, incident resolution and systems configurationRecognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate teamCreate knowledge base articles, guides, and other materialsParticipate in client conference calls and meetings as they may relate to reported issues or requested changes Install, configure, and support Scantron and third-party softwareAbility to train non-technical resources within a customer environmentDiagnose and repair mechanical issues with Scantron Scanners and related accessories.Collaborate with engineers and other technicians to solve complex problemsMaintain accurate records of maintenance and repair activitiesRequired Qualifications2+ years of experience in a technical environment3+ years of technical support /call center experienceExcellent communication and interpersonal skillsExperience with support ticket management systems and CRM platformsStrategic thinking and planning capabilitiesStrong customer service orientationAbility to work under pressure and manage multiple prioritiesBenefitsCompetitive salaryHealth, dental, and vision insurance401(k) with company matchProfessional development opportunitiesPaid time off and holidaysLife and disability insurance