Job Description
Job Description
BCforward is currently seeking highly motivated Indigo/ Printer Technical Support
Position Title: Indigo/ Printer Technical Support
Location: Alpharetta, GA
Pay Range: $35 to $37/hr
Anticipated Start Date: Tentative start Date 09/02/2025
Please note this is the target date and is subject to change. BCForward will send official notice ahead of a confirmed start date.
Expected Duration: 12+ Months with possibilities for extension
Job Type: Contract: 40 hrs/week
Responsibilities
Manager Notes
- This is 100% remote field technical support of Indigo printers. Doing 100% remote (from HP worksite location in Alpharetta) troubleshooting services. The resouce would be giving instructions to client on how to fix Indigo Printer.
- Good communication skills and remote support abilities (Being able to convey message remotely without being onsite).
- Good soft skills to create rapport with person on the other side.
- Looking for someone with Indigo experience (if no Indigo as mentioned someone from a competitor like Xerox or Kodak).
- Resouce should have operating experience as they will understand issues and how to explain what is wrong over the phone.
Key Responsibilities
- Active Remote Resolution:
Deliver end-to-end technical support using remote diagnostic tools.
Resolve 75%+ of cases remotely and help shape a "Shift Left" model through knowledge transfer and automation.
- Deep Technical Analysis & RCA:
Conduct detailed remote Root Cause Analysis to identify recurring patterns and drive continuous product and process improvement. Contribute RCA outcomes to the broader technical knowledge base.
- Customer Engagement & Success:
Lead strategic engagements with customers remotely to understand pain points, align on resolution strategies, and define success metrics. Establish long-term trust and position yourself as a proactive partner, not just a troubleshooter.
- Cross-Functional Collaboration:
Act as a bridge between customers, Field Engineers (FSE), delivery teams, and parts approval teams. Ensure diagnostic accuracy and quality handover for field visits.
- Remote Enablement & Shift Left Execution:
Share learnings, participate in technical debriefs, and develop knowledge articles and training to enable remote resolution and self-service adoption by customers and peers.
- Escalation Management & Ownership:
Take full ownership of complex support cases. Set priorities, manage escalations professionally, and ensure timely and effective case progression.
- After-Hours On-Call Support:
Participate in monthly on-call rotation to support customers across global time zones (24x7 / 18x6 coverage), ensuring business continuity for critical operations.
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Desired Skills & Experience
• Customer-Centric Attitude:
Demonstrated commitment to delivering excellent service experiences and solving problems with empathy and urgency.
- Remote Support Agility:
Proven ability to diagnose and resolve complex technical problems using remote tools and data insights, minimizing the need for dispatch.
- Communication & Documentation:
Strong written and verbal communication skills. Ability to produce clear, concise technical documentation and guide customers effectively.
- Team Collaboration:
Demonstrates “One Team – One Goal” mindset. Works well in a matrixed environment with cross-regional, cross-functional teams.
- Initiative & Innovation:
Brings forward ideas to enhance remote resolution, improve efficiency, and influence product or process evolution. Actively contributes to strategic improvement projects.
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Minimum Qualifications
- Required: High School Diploma or equivalent
- Preferred: College Degree in a technical field
• Experience:
o Minimum 3 years in customer-facing technical support (remote or onsite)
o Highly Preferred: Experience with HP Indigo as press operator or field technician
o Familiarity with remote diagnostic tools, knowledge management systems, and case management platforms (e.g., ServiceNow)
Keywords:
Experience with HP Indigo as press operator or field technician
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability
Company DescriptionAbout BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Company Description
About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.