Customer Technical Support Technician
This job is no longer available
There are still lots of open positions. Let's find the one that's right for you.
About The Position
Responsible for providing direct technical support in a help desk setting. Primary role is to interact with specific trained customer technicians and assist in troubleshooting. Supports clients via remote support technologies (phone, email, remote connection) on providing timely support of hardware systems sold and serviced by Canon. Role is designed to be a 'one stop shop' for all customer technician programs. It involves heavy product troubleshooting, parts evolution/ordering, and supplies fulfillment. Documents cases thoroughly for case and order tracking. Uses advanced troubleshooting techniques to assist the clients for rapid resolution. Places escalation calls for field support when needed. Ensures appropriate determination of appropriate entitlements and billable call notification as necessary. Reviews parts requests, and plays a key role to ensure request validity through verification of functionality, required maintenance and appropriate customer device usage. Works with parts planning on part kit recommendations. Special focus on cost efficiency to ensure parts are replaced only after extensive investigation. Follow up with technicians to ensure problems are resolved or escalated for resolution.
