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
