Canon Solutions America Burlington , NJ 08016
Posted 2 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 internal subject matter expert on specific Canon hardware and software solutions. The ideal candidate in this role operates autonomously while contributing to the team's goals. A self-directed individual with the ability to independently navigate complex tasks and make informed decisions. This person would take initiative and execute tasks and projects with minimal supervision. This role requires a focused individual who can prioritize and manage their workload effectively, proving a high degree of independence and problem-solving skills.
Your Impact
Evaluates multiple solutions to a complex problem and develops effective solutions by determining the best course of action.
Collaborates with team members, shares knowledge, and contributes to a positive work environment.
Documents issues, reports escalations, and communicates with customers and various stakeholders.
A key contributor to the Knowledge Base. Utilizes, improves, and creates knowledge as a core requirement in support delivery.
Collaborates with vendor support in escalation through resolution and communicates to all stakeholders of the customer case.
Works with junior agents to increase their technical skills and capabilities.
About You: The Skills & Expertise You Bring
HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.
Highly desired experience with enterprise printer and print management solutions. Experience with enterprise content management and other print output related software is a plus.
Strong verbal and written communication skills.
Exceptional customer service skills, including empathy, patience, and the ability to explain technical concepts to non-technical users.
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+, Cloud+ Microsoft certifications, HDI Support Center Analyst, KCS Foundations.
Company Overview
About our Company
Posting Tags
#pm20 #li-jg1 #li-hybrid Responsibilities
Responsible for advanced troubleshooting. Must have the ability to diagnose and resolve complex hardware, software, and network issues.
Evaluates multiple solutions to a complex problem and develops effective solutions by determining the best course of action.
Collaborates with team members, shares knowledge, and contributes to a positive work environment.
Documents issues, reports escalations, and communicates with customers and various stakeholders.
A key contributor to the Knowledge Base. Utilizes, improves, and creates knowledge as a core requirement in support delivery.
Collaborates with vendor support in escalation through resolution and communicates to all stakeholders of the customer case.
Works with junior agents to increase their technical skills and capabilities. Qualifications HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
Relevant experience in a client facing support role such as help desk technical services, desktop, or field technician support.
Highly desired experience with enterprise printer and print management solutions. Experience with enterprise content management and other print output related software is a plus.
Strong verbal and written communication skills.
Exceptional customer service skills, including empathy, patience, and the ability to explain technical concepts to non-technical users.
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+, Cloud+ Microsoft certifications, HDI Support Center Analyst, KCS Foundations.
Canon Solutions America