Job Description
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:
Β Provide technical support via phone, email, and in-person interactions.
Β Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other peripherals.
Β Set up and configure both in-person and virtual meetings.
Β Utilize the ServiceNow ticketing system to log, track, and prioritize customer support requests.
Β Install, configure, and maintain various software applications.
Β Assist users with account setups, password resets, and access permissions.
Β Collaborate with other IT teams to handle complex technical issues.
Β Maintain detailed documentation of procedures, configurations, and troubleshooting steps.
Β Stay informed on the latest technology advancements.
Shift:
Β 8:00 AM to 5:00 PM, Monday through Friday
Β Temporary Position
Requirements:
Β Relevant certifications (Microsoft, Amazon, CompTIA).
Β Proficiency with ServiceNow or similar ticketing systems.
Β Strong knowledge of Windows 10/11, Mac, Linux, and mobile devices (Android, Apple).
Β Familiarity with AV equipment, such as projectors and mixers (preferred, but not required).
Β Excellent communication and customer service skills.
Β Ability to self-educate on technical scenarios using online resources.
Β Strong problem-solving and analytical abilities.
Job Duties and Responsibilities:
Β Respond to customer support requests promptly and professionally.
Β Provide Tier I support for Ricoh products and services, including:
Β Operating system functionality
Β Software installation and troubleshooting
Β VoIP configuration and support
Β Email configuration and support
Β Mobile Device Management
Β Malware/virus detection and removal
Β Workstation and peripheral diagnostics
Β Single-user network access troubleshooting
Β Escalate unresolved issues through appropriate channels.
Β Manage support cases according to severity and priority guidelines.
Β Document support issues and all troubleshooting steps in the Customer Relationship Management (CRM) ticketing system.
Β Maintain open communication on all ongoing issues until resolved or transferred to another resource.
Β Achieve measurable objectives such as first call resolution, average talk time, and interactions.
Β Participate in ongoing training sessions to enhance knowledge in core business areas
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