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Tier III Technical Support Representative/Business Systems Improvement

LogoJET/Lafayette, LA
Job Title: Tier III Technical Support Representative/Business Systems Improvement
Full-time
Job Description:
  • Front Line for Incoming Calls, Telephone Triage
  • Provide Tier III escalation expertise, help customers troubleshoot and resolve printer problems via telephone, email and online chat.  Documentation of customer communication and support
  • Ability to take difficult calls and handle unique situations
  • Exercise strong judgment to determine the appropriate course of action and follow issues to resolution
  • Conduct onsite repair of printers as needed to ensure downtime is minimized
  • Conduct training and educate customers using training documents and tutorials
  • Repair and refurbishing of printers and equipment
  • Travel to Trade Shows to provide support by conducting maintenance checks, ensuring printers and software are fully operational, educate prospective customers and assist with custom product demonstrations
  • Assist the Printing & Production Team with test printing for customers to resolve any print issues, including durability, artwork, templates, etc. 
  • Make decisions on behalf of the business with consideration on Customer Satisfaction
  • Identify inefficiencies in workflows and implement business processes and procedures.  Help develop systems to support process improvement.  Manage improvement projects with team members.  
  • Assist with Internal Technology updates, file security, etc. to improve internal IT functions
  • Attend to open tickets in the system, including logging cases, documenting time spent on calls, issue resolution and customer response
  • Train internal users on processes and procedures for proper utilization of internal systems.  Troubleshoot with co-workers to resolve internal issues in a timely manner
  • Act as a role model and leader to further promote the skills of team members. Represent LogoJET in a professional manner
Qualifications:
  • Bachelor’s Degree or higher required.  Business or IT related preferred
  • 3 years Technical support/customer service, help desk or call center experience is mandatory. IT field a plus.  Others will not be considered
  • Preferred experience in a leadership role and/or IT help desk.  
  • A + Certification 
  • Fluent Spanish speaking a plus
  • Printer or technical repair experience preferred
  • Excellent computer skills required - Outlook, Office, Excel, Word
  • Color management experience a plus
  • Excellent typewritten and verbal skills required
  • Knowledge of CRM Software or call center helpdesk software a plus
  • Ability to analyze, evaluate and identify solutions to technical problems
  • Able to prioritize and multi task
  • Excellent communication skills
  • Ability to work under pressure
  • Must be self-motivated; detail oriented, and continually strives to provide excellent support
  • Must be able to lift 50lbs
  • Positive attitude
  • Highly organized and neat
  • Accurate, great attention to detail
  • Motivated self-starter with high energy
  • Willing to learn
  • Problem solver
  • Prioritizes customer satisfaction
  • Professionalism
  • Team Player 
Contact:
Apply online at https://www.ziprecruiter.com/job/842f53f5.

Date Posted: 7/13/17