Monday, April 8, 2013

Client Support Specialist -- Ricoh -- Tucker, GA

Please e-mail Mike Foster at for more information!!

The responsibility of the Client Support Specialist is to on-board/off-board Customers for proactive monitoring / management of their IT systems and networks.
  • Provides exceptional customer service during calls with customers.
  • May perform multiple sessions with customers concurrently.
  • Guides customers through each step of the process and explains clearly so the customer comprehends and follows the steps.
  • Performs remote diagnostics, problem solving, installation assistance and system modifications.
  • Troubleshoots, repairs or escalates customer support incidents.
  • Responds to service tickets promptly, in accordance with established guidelines.
  • Provides a timely resolution to the customer questions and problems, escalating issues to management or the Service Delivery Lead, as required.
  • Documents customer complaints and escalates unresolved issues.
  • Follows up on customer issues to ensure the solutions provided have solved the customer's request and to verify customer satisfaction.
  • Accurately maintains associated data, files and records regarding these incidents. Accounts for time spent in all activities (chargeable and non-chargeable) for billing, contract profitability assessment, resource allocation, etc.
  • Remotely connects to customer's computers and respects their privacy by requesting access to any folders or applications being accessed for remediation purposes.
  • Maintains SLA on all owned cases.
  • Maintains Quality cases with minimal mistakes.
  • Coordinates with other team members, as needed, to determine how to improve processes.
  • Acts as first line of defense on internal alias to assist High Profile, Media or executive escalations.
  • Continuously communicates with Service Delivery Lead/Team Manager to identify any negative trends and report on the identified trends.
  • Maintains assigned equipment, software and technical data in accordance with department policy.
  •  Provides sales leads to increase revenue opportunities for the company.
  • Determines individual training needs and ensures management is aware of training requirements to grow with the assigned responsibilities.
  • Assists in the training and development of fellow Ricoh associates as assigned.
  • May occasionally be required to work flexible hours to support special customer needs or to participate in personal training and development activities.
  • Must have a good working knowledge of Microsoft Desktop OS, and Microsoft Server OS
  • Applies general knowledge of network technologies to customer issues.
  • Performs other duties as assigned.
QUALIFICATIONS (Education, Experience and Certifications)
  • Requires high school diploma or equivalent experience.
  • Typically a minimum of 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
  • Possesses ability to read & comprehend written technical information in form of technical manuals.
  • Knowledge of Microsoft O/S and configuration and Microsoft Exchange/Outlook.
  • Requires strong computer skills including knowledge of web-based software platforms and MS Office Suite.
  • Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.

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