Bilingual (French and English) Intelligent Support Specialist

Bilingual (French and English) Intelligent Support (IS) Specialist I

The IS Specialist I is responsible for providing remote support and troubleshooting to our client, our field resources and our channel partners using any available tool and resources. Provides 2nd level technical support to technicians and other agents.

RESPONSIBILITES:

• Scope the work needed to be done before passing the call to a field resource
• Assist clients when needed during remote install
• Provide real time support to SCI (vendor)
• Perform after hours call management
• Complete training on new product in a timely manner
• Actively seek out opportunities to work in the field and gain new skill and knowledge on newer product with the support of your direct manager
• Effective researching skills. (Global knowledge, tsrc, video nuggets)
• Excellent knowledge of our software tool
• Specializes in the remote servicing and repair of Ricoh hardware and software
• Achieves expected productivity levels associated with assigned workload and level of experience
• Works closely with Sales to actively drive revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads
• Effectively executes all required territory management and call handling procedures
• Completes all required administrative tasks in an accurate and timely manner
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
• Maintains productive, professional relationship with all customer and company personnel
• Remotely performs a full range of servicing and repair service procedures including diagnostics, installation, on a core set of complex low volume multi-functional devices
• Demonstrates required digital competencies associated with assigned products and level assignment
• Enabling multi-functional devices to print and scan per customer requirements
• Provide 2nd level technical support to technicians and other agents
• Other duties as assigned by manager

QUALIFICATIONS:

• Post-Secondary Education in the area of technical specialization
• 1 Industry Certification (Net+, A+, Security+ or Cloud+)
• @remote Central Server certified
• Minimum of 4 years related experience

KNOWLEDGE, SKILLS & ABILITIES:

• Candidate must be fluently bilingual in French and English
• Ease of adaptation to new tasks and process
• Ability to build clear and precise documentation
• Calm and even demeaner
• Requires an excellent working knowledge of electro-mechanical devices and electronics
• Skilled methodical approach to resolving problems
• Strong interpersonal and verbal communications skills
• Excellent customer service skills including ability to follow up to ensure closure of issues
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications
• High degree of mechanical aptitude, highly focused and driven to learn
• Ability to work independently, as part of a team and take initiative to improve the customer experience
• Strong attention to detail and good visual skills for assessing image quality
• Ability to act diplomatically in a professional corporate environment
• Be highly organized with excellent time management
• Continuously upgrading knowledge of Ricoh products
• May be required to report to multiple customer locations, based on business needs, within short notice.
• Establish a home office, within the requirements identified on the Home Office Agreement.
• Shift work, overtime, stand-by and/or on-call may be required.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.