Job Description

Venture , a public listed company in SGX, is a leading global provider of technology services, products and solutions with established capabilities spanning marketing research, design, research and development. Over the years, Venture has built know-how and intellectual property with expertise in several technology domains. These include life science & genomics, molecular diagnostics, medical devices and equipment, healthcare and wellness technology, lifestyle consumer technology, health improvement products, instrumentation, test and measurement technology, networking and communications, fintech, as well as computing, printing and imaging technology.

Headquartered in Singapore, the Group comprises over 30 companies with global clusters in Southeast Asia, Northeast Asia, America and Europe, and employs over 12,000 people globally.

At Venture, our people are our most valuable asset. We are committed to unifying culture, encouraging innovation, and harnessing the collective strengths and synergies of our human capital to deliver compelling differentiation, advancing Venture’s position as a leading global provider of technology solutions, products and services.

VIPColor Technologies, USA, Inc. ( located in Milpitas, CA , a wholly owned subsidiary of Venture. At VIPColor Technologies, we strive to help business owners reduce their labeling cost by using digital label printers. Since 1998, we have been designing full color label printers (in Singapore R&D center), manufacturing and selling printers with image quality that are as good as digital presses. Today, our digital color label printing equipment are marketed by a network of partners across the US, Europe, China and Asia.

Our brilliant color labels help your products shine on the retail shelves. Our durable labels can withstand harsh outdoor elements. But best of all, we help manufacturers handle product SKUs with ease.

We are looking to add a Technical Support Specialist. The position is fully based in our office at Milpitas, California.

As a Technical Support Specialist, you will:

Job Summary:

Product support of industrial inkjet color printers and related software products. The candidate is expected to be able to handle the support of customer over the phone, as well as repair and set up of equipment and software. The majority of these activities are office based, however candidate may be required to travel to clients sites if required and trade shows (10%-20%).

Essential duties and responsibilities

• Front line phone support for customers
• Walk customer through the process of installing their equipment
• Help customer troubleshoot issues they encounter
• Send technical documentation to customer
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from customers
• Prioritize and schedule problems. Escalate problems, when required to the next level
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.
• Interface with manager in order to feedback issues or bugs as they come across them in their day to day work
• Presentation skills and the ability to explain complex systems so a non-technical person can easily understand them
• Will require to repair, refurbish, quality check and test products
• Input and tracking of customer interaction through CRM
• Conduct product training for customer and reseller whenever needed

Salary Range: $26 - $30/hr

If you embody the spirit of excellence, passion for discovery, innovation and enterprise, and the desire to make a difference in the world of technology and electronics, come join the Venture team!

Be Part of the Global Venture Family.

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