Customer Support Representative Customer Engineering Services

Summary:

The Customer Support Representative will provide technical assistance and support to users for hardware, software, and system-related issues. The role involves troubleshooting, problem-solving, and ensuring the smooth operation of equipment and systems. You will collaborate with IT teams to resolve complex problems, maintain system documentation, and keep up-to-date with technological... advancements.

Job Responsibilities: ?? Provide technical support via phone, email, and in-person interactions. ?? Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other peripherals. ?? Set up and configure both in-person and virtual meetings. ?? Utilize the ServiceNow ticketing system to log, track, and prioritize customer support requests. ?? Install, configure, and maintain various software applications. ?? Assist users with account setups, password resets, and access permissions. ?? Collaborate with other IT teams to handle complex technical issues. ?? Maintain detailed documentation of procedures, configurations, and troubleshooting steps. ?? Stay informed on the latest technology advancements.

Shift:
?? 8:00 AM to 5:00 PM, Monday through Friday
?? Temporary Position

Requirements: ?? Relevant certifications (Microsoft, Amazon, CompTIA). ?? Proficiency with ServiceNow or similar ticketing systems. ?? Strong knowledge of Windows 10/11, Mac, Linux, and mobile devices (Android, Apple). ?? Familiarity with AV equipment, such as projectors and mixers (preferred, but not required). ?? Excellent communication and customer service skills. ?? Ability to self-educate on technical scenarios using online resources. ?? Strong problem-solving and analytical abilities.

Job Duties and Responsibilities: ?? Respond to customer support requests promptly and professionally. ?? Provide Tier I support for Ricoh products and services, including: ?? Operating system functionality ?? Software installation and troubleshooting ?? VoIP configuration and support ?? Email configuration and support ?? Mobile Device Management ?? Malware/virus detection and removal ?? Workstation and peripheral diagnostics ?? Single-user network access troubleshooting ?? Escalate unresolved issues through appropriate channels. ?? Manage support cases according to severity and priority guidelines. ?? Document support issues and all troubleshooting steps in the Customer Relationship Management (CRM) ticketing system. ?? Maintain open communication on all ongoing issues until resolved or transferred to another resource. ?? Achieve measurable objectives such as first call resolution, average talk time, and interactions. ?? Participate in ongoing training sessions to enhance knowledge in core business areas

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