Our client established in 1953, they provides extensive, leading-edge document technology, services, software and genuine supplies for graphic communication and office printing environments of any size.
Position Overview :
This position provides service and solutions support for our client’s Major Accounts. This position includes offering : technical trouble shooting to help solve the customer’s equipment issues, escalations to 2nd level technical support, dispatching field service technicians and 3rd party equipment, supplies ordering, general inquires and follow-up or customer care calls on the customer’s original inquiries.
The CSR will answer incoming calls, emails and or electronic service requests (tickets) from customers, employees and / or 3rd Party employees and monitor the customer’s equipment remotely, using the Office Suite of tools.
The position acts as the front line for the field operations (first point of contact) in any escalations and the CSR will manage those in association with the onsite Support Staff.
ESSENTIAL FUNCTIONS :
Answer calls, emails and electronic service requests (or tickets) in a friendly and professional manner. Perform technical troubleshooting to resolve customer issues.
Ensure quality by call and system processes.
Establish and maintain good customer relations with both internal and external customers.
Diffuse difficult customer situations.
Focus on providing tiered remote customer service solutions at many levels using a database of solutions to reference.
Record, track and monitor problem resolution. Input and / or update documented information in a computerized database.
Order supplies and track (if required) utilizing the web based tools provided.
Manage 3rd party equipment and supplies.
Ability to demonstrate strong organizational and problem solving skills.
Ability to prioritize and manage multiple applications.
Ability to demonstrate strong interpersonal and effective written & verbal communication skills. Ability to demonstrate a high amount of creativity and self-motivation.
Demonstrate a high sense of urgency while in a high paced, professional work environment.
Ability to demonstrate superior customer service and professional telephone skills.
Able to demonstrate proficiency in use of personal computers and applications knowledge : MS Office Suite, Internet Navigation, Email / Outlook, Networking.
Demonstrate ability to be a strong team player & work effectively in a team environment.
Ability to work under minimal supervision in high pressure situations.
EXPERIENCE and Qualification :
Technical troubleshooting experience an asset.
Minimum- High School Diploma.
Preferred- Post Secondary Education.
2 years related work experience an asset