Technical Escalation Specialist, Technology Support

Job Description

POSITION PROFILE

Provides escalation level 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. May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue appropriate to resolution procedures. Can be an internal escalation point for dissatisfied customers or customers experiencing unusual or unique technical issues. Serves as a liaison between the help desk and product engineering. Is considered a subject matter expert in five or more product technologies.

JOB DUTIES AND RESPONSIBILITIES
• Highly trained and specialized in handling escalations from internal and external customers
• Responds to incoming support incidents (i.e. i.e. telephone, chat, email, text and video) and escalated incidents in a timely, professional manner. Evaluates the issue and gives assistance utilizing the appropriate support information and documentation, provide real time troubleshooting
• Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action.
• 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
• Ensures the customer is heard throughout the escalation process
• Review and identify root cause for all escalated service incidents and provide this information to the management team in order to continuously improve service delivery
• Demonstrates ownership of customer issues and works proactively with management, engineering and vendors to manage issues through to a complete resolution in a timely manner
• 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
• Follows escalation and complaint procedures in order to ensure that all customer escalations are tracked and all parties are informed of actions taken to resolve issues
• Utilizes the appropriate tools to ensure the customer receives relevant information and identifies knowledge gaps and/or outdated policy/procedures which cause frontline efforts to fail
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available
• Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through
• Documents all troubleshooting steps for escalations and updates as necessary in the Global Knowledge Base
• Works closely with Engineering and the customer to ensure proper escalation and resolution
• Maintains/renews industry certifications
• Performs other duties as assigned

RequirementsJob Description Continued

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
• Previous escalation or higher tier experience required
• Two 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

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