Customer Support Rep. Customer Engineering Services - Villarreal, España - Ricoh

Descripción

Summary

*** MAX PAY RATE $25/ hour ***

QUALIFICATIONS (Education, Experience, and Certifications)

• High School diploma required

• A+ certification is a plus

• Microsoft Certification (MTA/MCSA) is a plus

• Minimum two years of experience working in a customer service oriented field

• Previous experience with ACDs/IVRs and Case Management systems a plus

KNOWLEDGE, SKILLS AND ABILITIES
4301 Wilson Blvd
Arlington, VA 22203

• Excellent Customer Service Skills

• Highly customer focused with ability to provide consistently excellent customer service and professionalism

• Excellent written and verbal communication skills

• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.

• Must be dependable and able to work both individually and in a team environment.

• Must possess strong sense of ownership of client relationships

• Possesses excellent time management and organizational skills

• Must be flexible and able to adapt to change

• Ability to Multi-task in fast paced environment

• Basic troubleshooting of all currently supported Microsoft Operating Systems

• Working knowledge of PC Hardware

• Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.

• Basic navigation of common mobile device platforms (iOS, Android, etc)

• Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting
knowledge for those applications.

• Able to navigate and troubleshoot in a Mac OS environment is a plus

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***Shift timings***

8:00 AM to 5:00 PM (Mon to Fri)

Job Type: Temporary

Roles & Responsibilities

JOB DUTIES AND RESPONSIBILITIES

• Respond to customer support requests.

• Maintain professional customer service to clients.

• Providing Tier I level support of Ricoh products and services, including but not limited to:

Operating system functionality

Software installation and troubleshooting

VoIP configuration and support

E-mail configuration and support

Mobile Device Management

Malware/virus detection and removal

Workstation and peripheral diagnostics and support

Single user network access and troubleshooting

• Escalate customer issues through the proper channels.

• Open and manage cases according to defined severities and case priorities

• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing

system.

• Keep open communication on all issues until resolved or turned over to another resource.

• Be held accountable for measurable objectives including average talk time, first call resolution, interactions

worked among others.

• Attend ongoing training sessions in core areas of the business.

Minimum Qualifications

QUALIFICATIONS (Education, Experience, and Certifications)

• High School diploma required

• A+ certification is a plus

• Microsoft Certification (MTA/MCSA) is a plus

• Minimum two years of experience working in a customer service oriented field

• Previous experience with ACDs/IVRs and Case Management systems a plus

KNOWLEDGE, SKILLS AND ABILITIES
4301 Wilson Blvd
Arlington, VA 22203

• Excellent Customer Service Skills

• Highly customer focused with ability to provide consistently excellent customer service and professionalism

• Excellent written and verbal communication skills

• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.

• Must be dependable and able to work both individually and in a team environment.

• Must possess strong sense of ownership of client relationships

• Possesses excellent time management and organizational skills

• Must be flexible and able to adapt to change

• Ability to Multi-task in fast paced environment

• Basic troubleshooting of all currently supported Microsoft Operating Systems

• Working knowledge of PC Hardware

• Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.

• Basic navigation of common mobile device platforms (iOS, Android, etc)

• Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting
knowledge for those applications.

• Able to navigate and troubleshoot in a Mac OS environment is a plus