Media Riders Inc. | DocuCare Associate

1 week ago


philadelphia, United States Media Riders Inc. Full time

**ONSITE*** 8-5PM

Job description below:

Position is for DocuCare Rep – this is new contract supporting our client, 1-2 years relevant experience resolving customer and equipment printing issues

Requirements:

EDUCATION: Minimum High School diploma or equivalent - Education verified.

  • IT experience
  • Understand SLA and ability to create reports and perform analysis
  • Technical ability, Team player, customer service skills and ability to train end users.

Roles and Responsibilities:

The DocuCare Rep consults with clients on printer issues they are experiencing and provide the most efficient way to resolve any problems/issues with the device. The DCA will perform the following tasks:

  • Respond to any tickets, emails, or received phone calls by clients within 30 min.
  • Manage supply and service escalations.
  • Monitor XSM & FMP for open/unresolved issues and follow up appropriately.
  • Respond to Client Help Desk tickets using the Yes/No Technology
  • Ensure SLAs are consistently met monthly.
  • Escalate unresolved calls to the HD in a timely manner for 2nd level support.
  • Resolve all requests in a timely matter.
  • Add/Remove/Update printers to the contract following the MACD (Move, Add, Change, Delete) Process
  • Educate clients on a need-to-know basis.
  • Remove hard drives as required.
  • Track and labeling of assets.
  • Provide daily, monthly, and quarterly reporting in Excel and or PowerPoint as stated in Task Order
  • Collect meter reads for in Client scope devices.
  • Serve as primary point of contact for all equipment, support, and service.
  • Order supplies through the Help Desk
  • Place service call for Client Devices when needed.
  • Notify Client Onsite SDM via email when you arrive at work and when you close for the day.
  • Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications
  • Break-fix activities account for 70% of role responsibilities.
  • Provide IP address support
  • Perform basic equipment problem diagnosis
  • Point of contact for equipment removal and delivery for onsite support
  • Contact service as required (Xerox and 3rd party)-

Standard background check and drug screen is required.

Education verification is needed if secondary education is required.

Additional background check clearance will be required by the client.


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