Customer Service Representative

About This Role

Serve as a Field Representative II, the primary contact for ensuring the smooth operation and support of RICOH managed devices within a specific geographical area. This role focuses on prompt customer engagement, technical assistance, and maintaining service level agreements.

Responsibilities

• Engage proactively to uphold service level agreements (SLAs) between customers and RICOH, ensuring prompt and effective resolution of support requests.
• Maintain an accurate inventory of managed devices, utilizing advanced printer fleet tools and databases to track assets and their locations.
• Conduct routine maintenance, replenish consumables, and swiftly address service alerts to uphold device availability as per SLAs.
• Perform continuous optimization efforts, identifying opportunities for fleet improvement and providing comprehensive training on device utilization.
• Execute a full spectrum of servicing and repairs, leveraging technical expertise to troubleshoot, diagnose, and resolve issues promptly.
• Collaborate closely with internal support resources, minimizing service dispatches and escalating complex issues as needed to ensure swift resolution.

Requirements

• High School Diploma (or equivalent)
• Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support
• Passion for technical support and customer service excellence

Qualifications

• High School Diploma (or equivalent)
• Prior experience in IT Help Desk Support, preferably with exposure to both application and hardware support.

Nice to Have

• Additional education beyond high school diploma
• Demonstrated proficiency in managing hardware inventory, including procurement and maintenance of on-site parts/consumables

Skills

* Required skills

Benefits

Certifications