Specialist, Technical Support

 

POSITION PROFILE

Provides help desk technical support in a collaborative work environment utilizing phone, chat, text, video and email communication methods. Ensures high-level customer satisfaction by analyzing problems pertaining to technologies sold or supported by Ricoh. Utilizes team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of equipment failures or issues. On occasion, may also provide pre-sales technical expertise as needed. Is considered a subject matter expert in three or four product technologies.

JOB DUTIES AND RESPONSIBILITIES

Responds to incoming support incidents (i.e. i.e. telephone, chat, email, text and video) in a timely, professional manner. Evaluates incoming issues and gives assistance utilizing the appropriate support information and documentation. Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action. May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue appropriate resolution procedures Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration. Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields Completes all required administrative tasks in an accurate and timely manner Engages in real time troubleshooting while the customer is on the phone or on line Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise Reviews all technical information pertaining to supported products, including new and updated information as it becomes available Utilizes available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through Maintains/renews industry certifications Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience 5 years of technical experience doing hands on electronics repair One of the following Industry certifications : A+, Network+, MCTS, Security +, MCSA, CCNA, Linux + AND one of the following: Fiery Professional, Fiery System 10 or Advanced Printing Technologies

KNOWLEDGE, SKILLS AND ABILITIES

Displays functional verbal and written communication skills suitable for assessing the issues and relating course of action Excellent Oral and written communication skills and strong interpersonal skills to work effectively with people at all levels and varying backgrounds Able to make sound decisions, with minimum complaints and rework, when precedents are available Requires proficient typing skills Possesses advanced methodical approach skills in resolving problems Possesses excellent customer service skills, including ability to follow up to ensure closure of issues Possesses initiative and ability to be highly self-motivated Possesses ability to read and understand technical documentation, manuals and electrical diagrams A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise. Shift work, extended hours, stand-by and/or on-call may be required. Physical effort is required to move heavy objects on wheels. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, copiers, printers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level. Occasionally, lifts and moves office furniture and equipment in accordance to OSHA standards. Requires a high level of proficiency and hands-on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers. Requires exposure to conditions that could result in minor and/or treatable accidents or illness, such as burns, cuts, etc. and conditions that could result in loss of fingers. Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.