Job Title: Customer Support Engineer Work Location: Arlington, VA Duration: Long-term contract with option to hire Hours: Monday-Friday 8am-5pm Education/Experience Required: High school or equivalent
Job Description & Responsibilities:
Respond to customer support requests.
Maintain professional customer service to clients.
Providing Tier I level support of Ricoh products and services, including but not limited to:
Operating system functionality
Software installation and troubleshooting
VoIP configuration and support
E-mail configuration and support
Mobile Device Management
Malware/virus detection and removal
Workstation and peripheral diagnostics and support
Single user network access and troubleshooting
Escalate customer issues through the proper channels.
Open and manage cases according to defined severities and case priorities
Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
Keep open communication on all issues until resolved or turned over to another resource.
Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
Attend ongoing training sessions in core areas of the business.
Skills & Qualifications:
High School diploma required
A+ certification is a plus
Microsoft Certification (MTA/MCSA) is a plus
Minimum two years of experience working in a customer service oriented field
Previous experience with ACDs/IVRs and Case Management systems a plus
Excellent Customer Service Skills
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Excellent written and verbal communication skills
Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
Must be dependable and able to work both individually and in a team environment.
Must possess strong sense of ownership of client relationships
Possesses excellent time management and organizational skills
Must be flexible and able to adapt to change
Ability to Multi-task in fast paced environment
Basic troubleshooting of all currently supported Microsoft Operating Systems
Working knowledge of PC Hardware
Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
Basic navigation of common mobile device platforms (iOS, Android, etc)
Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
Able to navigate and troubleshoot in a Mac OS environment is a plus
For more information or to view other opportunities, visit us at www.paladininc.com. Paladin is an EEOC employer.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting
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