Canon Solutions America Burlington , NJ 08016
Posted 3 weeks ago
About the Role
This role is a technology support professional, supporting customers who use solutions and software sold by Canon Solutions America. An experienced support professional, capable of resolving a wide range of technical issues including networking, software, and hardware solutions. This position is primarily phone based and uses remote support tools to interact with our clients. Acts as an individual contributor in a help desk environment, using skills and resources to provide technical support. Creates tickets and collaborates with clients with the goal to rapidly resolve or manage escalation to field and vendor resources.
Your Impact
Performs remote technical support provided via phone and email, using remote access tools as necessary to interact with our customer requests.
Utilizes strong technical skills and training on Canon hardware and software solutions to help troubleshoot, diagnose, and resolve customer reported cases.
Documents and manages the support interaction via Service Management tools.
Utilizes, contributes and improves the Knowledge Base as a core responsibility of support.
Grows capability in more complex software solutions, with ability to consistently resolve cases rapidly.
About You: The Skills & Expertise You Bring
HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
A support professional with strong technology skills in troubleshooting and resolving software applications, networking, and hardware issues.
Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.
Desired experience with enterprise printer and print management solutions.
May require up to 5% travel (valid driver's license and acceptable driving record necessary); ability to work remote for business continuity.
Desired technical certifications including A+, Network+, Server+, Microsoft certifications, HDI Support Center Analyst, KCS Foundations.
Company Overview
About our Company
Posting Tags
#pm20 Responsibilities
Intakes new customer requests, creates a case ticket to identify the client, validates support and triage the request.
Performs remote technical support provided via phone and email, using remote access tools as necessary to interact with our customer requests.
Utilizes strong technical skills and training on Canon hardware and software solutions to help troubleshoot, diagnose, and resolve customer reported cases.
Documents and manages the support interaction via Service Management tools.
Utilizes, contributes and improves the Knowledge Base as a core responsibility of support.
Grows capability in more complex software solutions, with ability to consistently resolve cases rapidly. Qualifications HS Diploma, GED, or equivalent experience required, plus 1 to 2 years of related experience.
A support professional with strong technology skills in troubleshooting and resolving software applications, networking, and hardware issues.
Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.
Desired experience with enterprise printer and print management solutions.
May require up to 5% travel (valid driver's license and acceptable driving record necessary); ability to work remote for business continuity.
Desired technical certifications including A+, Network+, Server+, Microsoft certifications, HDI Support Center Analyst, KCS Foundations.
Canon Solutions America