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
- 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
Apply online at https://www.ziprecruiter.com/job/842f53f5.
Date Posted: 7/13/17