Customer Support Representative - Print Fleet Support
Ricoh USA

Job Info

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POSITION PROFILE

Responsible for the daily support of site specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

This position is remote.

JOB DUTIES AND RESPONSIBILITIES

• Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager
• Maintains printer fleet tools/databases and reports on utilization
• Documents and reports all fleet meter reads
• Daily support of network and workstation printers
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary
• Keeps the customer up to date on the progress of problem resolution
• Provides end users with detailed remote access knowledge and documents complete trouble shooting information
• Responsible for on-site hardware & consumables inventory
• Responsible for printer procurement as required by the customer
• Responsible for printer hot swap inventory

QUALIFICATIONS (Education, Experience, and Certifications)

• Typically requires:
• High School Diploma (or equivalent) with additional education preferred
• Customer billing experience preferred
• Advanced Microsoft Excel experience preferred
• Technical Training & Certifications: HP Certifications

At Ricoh, we embrace and respect the collective and unique talents, experiences, and perspectives of all people. Together, we inspire remarkable innovation. That's how we live the Ricoh Way. And with our commitment to ethics, you can be sure that we're doing it with transparency, integrity and corporate social responsibility.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

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