Specialist, Technical Camera & Imaging

Ricoh•Lawrenceville, GA

2d•Onsite

About The Position

Provides help desk technical support in a collaborative work environment while delivering an outstanding customer experience across phone, email, and digital support channels. This role is ideal for a passionate photographer who combines strong technical expertise with exceptional customer care skills. The successful candidate will provide technical support for a variety of products including Compact Cameras, D-SLR and Lenses, 360° Cameras, Film Camera, Binoculars, Spotting-Scopes, and a variety of accessories for all related products.

Requirements

High school diploma or equivalence and: BS Degree, technical school graduate, photography training, or equivalent experience
3 or more years of technical support experience
Strong background in photography and photographic principles
Functional verbal and written communication skills suitable for assessing the issues and relating course of action
Excellent Oral and written communication skills and strong interpersonal skills to work effectively with people at all levels and varying backgrounds
Advanced methodical approach skills in resolving problems
Excellent customer service skills, including ability to follow up to ensure closure of issues
Initiative and ability to be highly self-motivated
Ability to read and understand technical documentation, manuals and electrical diagrams
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 electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.
Thorough understanding of the exposure triangle and camera operation
Knowledge of digital camera systems, lenses, flashes, and imaging accessories
Ability to explain technical concepts clearly to users of all skill levels

Nice To Haves

Experience troubleshooting consumer electronics or imaging products preferred
Passion for photography and imaging technology strongly preferred
Knowledge with 360° cameras, binoculars and spotting scopes is not required but would be considered an asset.
Spanish or Frech would be considered an asset but not required

Responsibilities

Responds to incoming support incidents (i.e. telephone, chat, email, text and video) in a timely, professional manner.
Evaluates incoming issues and provide technical support for all imaging products which include, film and digital cameras, 360° cameras, lenses, sport optics and accessories.
Troubleshoot hardware, WIFI and software connectivity, and operational issues to 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 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.
Educate customers on camera functions, photographic techniques, and best practices.
Assist customers in understanding exposure settings, focus modes, image quality settings, shooting configurations, firmware updates, mobile app connectivity, and accessory compatibility.
Stay current on new camera technologies, product releases, and industry trends.
Performs other duties as assigned.

Benefits

Medical insurance options
Dental insurance options
Life insurance options
Disability insurance options
Retirement Savings Plan (401K)
Health Savings Account (HSA)
Flexible Spending Account (FSA) investments
Team member tuition assistance programs
Paid vacation time
Paid holidays annually
Other benefits to enhance health, wellness, and ongoing personal and professional development