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Specialist, Technical Support

POSITION PROFILE

Provides help desk technical support in a collaborative work environment utilizing phone, chat, text, video and email communication methods. Ensures high-level customer satisfaction by analyzing problems pertaining to technologies sold or supported by Ricoh. Utilizes team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of equipment failures or issues. On occasion, may also provide pre-sales technical expertise as needed. Is considered a subject matter expert in three or four product technologies.

JOB DUTIES AND RESPONSIBILITIES

• Responds to incoming support incidents (i.e. i.e. telephone, chat, email, text and video) in a timely, professional manner.

• Evaluates incoming issues and gives assistance utilizing the appropriate support information and documentation.

• Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action.

• May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue appropriate resolution procedures

• Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration.

• Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields

• Completes all required administrative tasks in an accurate and timely manner

• Engages in real time troubleshooting while the customer is on the phone or on line

• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise

• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available

• Utilizes available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through

• Maintains/renews industry certifications

• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

Typically requires:

• High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience

• 5 years of technical experience doing hands on electronics repair

• One of the following Industry certifications: A+, Network+, MCTS, Security +, MCSA, CCNA, Linux + AND one of the following: Fiery Professional, Fiery System 10 or Advanced Printing Technologies

KNOWLEDGE, SKILLS AND ABILITIES

• Displays functional verbal and written communication skills suitable for assessing the issues and relating course of action

• Excellent Oral and written communication skills and strong interpersonal skills to work effectively with people at all levels and varying backgrounds

• Able to make sound decisions, with minimum complaints and rework, when precedents are available

• Requires proficient typing skills

• Possesses advanced methodical approach skills in resolving problems

• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues

• Possesses initiative and ability to be highly self-motivated

• Possesses ability to read and understand technical documentation, manuals and electrical diagrams

• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

• Shift work, extended hours, stand-by and/or on-call may be required.

• Physical effort is required to move heavy objects on wheels. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, copiers, printers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.

• Occasionally, lifts and moves office furniture and equipment in accordance to OSHA standards.

• Requires a high level of proficiency and hands-on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers.

• Requires exposure to conditions that could result in minor and/or treatable accidents or illness, such as burns, cuts, etc. and conditions that could result in loss of fingers.

• Work has periodic stress related to an increased volume of incoming issues and occasional contact with dissatisfied customers.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.

• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually

• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran