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
