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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