Description

Location: Fayetteville, NC

Essential Duties and Responsibilities:

• Answer calls coming into the Command Center Queue; assisting customers/service technicians with their technical needs and/or reason for calling in a polite, timely, courtesy manner.
• Trouble shoot the service call before contacting the customer
• Contact customer and resolve issue over the phone
• If the issue is not resolved with the customer by phone, Command center technician will triage the call for parts and/or service bulletins and firm ware level that the onsite technician will need before going to customer location.
• Provide assistance to the customer using remote connection software (i.e. GoToMeeting and/or GoToAssist)
• Provides network support, troubleshooting and repairs remotely
• Keeps informed of new products and other technical developments
• Quote labor rates based off customer locations
• Other duties as assigned and/or needed by Supervisor/Manager

Qualificaitons:

High school diploma or GED; Customer Service experience (minimum one year); Field Service experience with Konica Minolta, Ricoh and HP products (minimum 2 years), proper telephone etiquette; multi-task oriented. Working knowledge of E-Automate/Remote Tech, Microsoft Word, Excel, and Outlook. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions