Bilingual (French and English) Intelligent Support Specialist

Ricoh • Mississauga, ON

2d • Remote

About The Position

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. 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.

Requirements

• 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
• 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

Responsibilities

• 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

Benefits

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• 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 such and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees