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