Technical Escalation Specialist, Technology Support

Job Title

Provides escalation level help desk technical support in a collaborative work environment utilizing phone, chat, text, video and email communication methods. Ensures high-level customer satisfaction by analyzing problems pertaining to technologies sold or supported by Ricoh.

Job duties and responsibilities include:

• Highly trained and specialized in handling escalations from internal and external customers
• Responds to incoming support incidents and escalated incidents in a timely, professional manner
• Evaluates the issue and gives assistance utilizing the appropriate support information and documentation, provide real time troubleshooting
• Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action
• Utilizes team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of equipment failures or issues
• Ensures the customer is heard throughout the escalation process
• Review and identify root cause for all escalated service incidents and provide this information to the management team in order to continuously improve service delivery
• Demonstrates ownership of customer issues and works proactively with management, engineering and vendors to manage issues through to a complete resolution in a timely manner
• 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
• Completes all required administrative tasks in an accurate and timely manner
• Follows escalation and complaint procedures in order to ensure that all customer escalations are tracked and all parties are informed of actions taken to resolve issues
• Utilizes the appropriate tools to ensure the customer receives relevant information and identifies knowledge gaps and/or outdated policy/procedures which cause frontline efforts to fail
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available
• Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through
• Documents all troubleshooting steps for escalations and updates as necessary in the Global Knowledge Base
• Works closely with Engineering and the customer to ensure proper escalation and resolution
• Maintains/renews industry certifications
• Performs other duties as assigned

Qualifications typically require:

• High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience
• 5 years of technical experience
• Previous escalation or higher tier experience required
• Two of the following Industry certifications: A+, Network+, MCTS, Security +, MCSA, CCNA, Linux + AND one of the following: Fiery Professional, Fiery System 10 or Advanced Printing Technologies