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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