Responsible for the daily support of site specific network and workstation printers. Responds to customer requests for technical support and training with the focus being on customer service. Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager. Works to ensure that the service level agreements between the customer and RICOH are achieved. In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.
JOB DUTIES AND RESPONSIBILITIES
- Daily support of network and workstation printers
- Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally. Escalates problems to a technician as necessary
- Keeps the customer up to date on the progress of problem resolution
- Provides end users with detailed remote access knowledge and documents complete trouble shooting information