Customer Support Rep. Customer Engineering Services
Description:
Summary
*** MAX PAY RATE $25/ hour ***
QUALIFICATIONS (Education, Experience, and Certifications)
• High School diploma required
• A+ certification is a plus
• Microsoft Certification (MTA/MCSA) is a plus
• Minimum two years of experience working in a customer service oriented field
• Previous experience with ACDs/IVRs and Case Management systems a plus
KNOWLEDGE, SKILLS AND ABILITIES
4301 Wilson Blvd
Arlington, VA 22203
• Excellent Customer Service Skills
• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent written and verbal communication skills
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
• Must be dependable and able to work both individually and in a team environment.
• Must possess strong sense of ownership of client relationships
• Possesses excellent time management and organizational skills
• Must be flexible and able to adapt to change
• Ability to Multi-task in fast paced environment
• Basic troubleshooting of all currently supported Microsoft Operating Systems
• Working knowledge of PC Hardware
• Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
• Basic navigation of common mobile device platforms (iOS, Android, etc)
• Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting
knowledge for those applications.
• Able to navigate and troubleshoot in a Mac OS environment is a plus
***Shift timings***
8:00 AM to 5:00 PM (Mon to Fri)
Job Type: Temporary
Roles & Responsibilities
JOB DUTIES AND RESPONSIBILITIES
• Respond to customer support requests.
• Maintain professional customer service to clients.
• Providing Tier I level support of Ricoh products and services, including but not limited to:
- Operating system functionality
- Software installation and troubleshooting
- VoIP configuration and support
- E-mail configuration and support
- Mobile Device Management
- Malware/virus detection and removal
- Workstation and peripheral diagnostics and support
- Single user network access and troubleshooting
• Escalate customer issues through the proper channels.
• Open and manage cases according to defined severities and case priorities
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing
system.
• Keep open communication on all issues until resolved or turned over to another resource.
• Be held accountable for measurable objectives including average talk time, first call resolution, interactions
worked among others.
• Attend ongoing training sessions in core areas of the business.
Minimum Qualifications
QUALIFICATIONS (Education, Experience, and Certifications)
• High School diploma required
• A+ certification is a plus
• Microsoft Certification (MTA/MCSA) is a plus
• Minimum two years of experience working in a customer service oriented field
• Previous experience with ACDs/IVRs and Case Management systems a plus
KNOWLEDGE, SKILLS AND ABILITIES
4301 Wilson Blvd
Arlington, VA 22203
• Excellent Customer Service Skills
• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent written and verbal communication skills
• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
• Must be dependable and able to work both individually and in a team environment.
• Must possess strong sense of ownership of client relationships
• Possesses excellent time management and organizational skills
• Must be flexible and able to adapt to change
• Ability to Multi-task in fast paced environment
• Basic troubleshooting of all currently supported Microsoft Operating Systems
• Working knowledge of PC Hardware
• Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
• Basic navigation of common mobile device platforms (iOS, Android, etc)
• Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting
knowledge for those applications.
• Able to navigate and troubleshoot in a Mac OS environment is a plus
Please send your resume to