What are the responsibilities and job description for the Technical Specialist II, Tech Support position at Ricoh?
Come Create at Ricoh
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in yourself
At Ricoh, you can:
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
POSITION PROFILE
Provides Help Desk technical support in a collaborative work environment utilizing phone as well as chat, text, video and email communication methods. Ensures high-level customer satisfaction by analyzing problems pertaining to technologies sold or supported by Ricoh. Utilizes team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of equipment failures or issues.
JOB DUTIES AND RESPONSIBILITIES
- Responds to incoming support incidents (i.e. telephone, chat, email, text and video) in a timely, professional manner.
- Evaluates incoming issues and gives assistance utilizing the appropriate support information and documentation.
- Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action.
- May replicate equipment failure situations in a test laboratory, to aid in the diagnosis and ultimately resolve the issue using appropriate resolution procedures.
- Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration.
- Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system. Entries are accurate, detailed, and include all required fields.
- Utilizes correct escalation procedures on all irresolvable issues outside the range of the support specialist’s expertise.
- Maintains and renews industry certifications.
- Performs other duties as assigned.
