Client Support Specialist -- Ricoh -- Tucker, GA

Please e-mail Mike Foster at mike.foster@rightthinginc.com 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.

 

JOB DUTIES AND RESPONSIBILITIES

• 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.