Technical Operations Representative II

Canon U.S.A., Inc.•San Francisco, CA

4d•Onsite

About The Position

Second level support resource reflective of expertise and knowledge gained at level 1. Trained in customer service core requirements with demonstrated proficiency with customers, core technologies and work processes. This role demonstrates higher level customer support capabilities through assignments, identifies potential opportunities to improve work processes, tools and systems to streamline workflows, and is adept at core customer service skills. Supports the department as needed on special projects and requires a reduced level of oversight by a manager to complete tasks. Involves early experience employing customer service skills acquired through Canon training, demonstrating consistent respect to customers, contributing information to customer database, and generating customer relationships appropriately.

Requirements

HS Diploma, GED, or equivalent experience required.
2 to 4 years of related experience.
Must have been a back-up for an install Lead.
Adept at listening to customer and matching their energy, paraphrasing back to understand their concerns/issues, and assuring that they will personally ensure that a solution is found and implemented.
Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
To be established with Co-op organization in alignment with their course descriptions.
Canon courses or equivalent experience.

Nice To Haves

Associates degree preferred.

Responsibilities

Demonstrates higher level customer support capabilities through assignments.
Identifies potential opportunities to improve work processes, tools and systems to streamline workflows.
Supports the department as needed on special projects.
Contributes information to customer database.
Generates customer relationships appropriately.