Tier 1 Help Desk Technician

1 month ago

Medley, United States Ricoma International Corporation Full time

Join the dynamic team at RICOMA International Corporation, the unrivaled global leader in the R&D, design, manufacturing, and distribution of industrial and commercial embroidery machines, heat presses, printers & more

At RICOMA, we've been industry leaders for over 25 years, and we're proud to foster a culture of training, development, and growth. We believe in your professional maturity, encouraging you to take ownership, operate with transparency, and always focus on producing outstanding results.

As one of our **Tier 1 Help Desk Service Technicians**, you'll embark on an exciting journey to become an expert in our wide range of innovative products and the ever-evolving apparel decoration industry. With your unwavering dedication, you'll ensure our customers' satisfaction by swiftly resolving issues and providing practical solutions through our primary communication channels.

At RICOMA International Corporation, we wholeheartedly believe in the power of training and development to nurture our employees' talents and skills. _**Don't worry if you don't have prior experience in this specific role—we're here to provide you with all the tools and support you need to succeed **_

**Daily, you will do the following**:

- Understand that Great Customer Service and De-Escalation is a necessary tool
- Ability to learn and understand the functionality and features of our entire suite of machinery and products
- Hands-on work involving machinery and equipment
- Calibrating and testing designs on the equipment to ensure everything is functional before confirming with the customer of resolved issues.
- Organize and respond to tickets in a professional, accurate, and timely manner
- Document issues and create reports from customer tickets to build an internal knowledge base
- Facilitate and execute customer requests for replacement parts and other items
- Work with members of other organizational teams to ensure high customer satisfaction
- Gather and present feedback on product functionality from customers

But your role doesn't end there You'll be proactive in reaching out to customers regarding any issues they could experience with their machinery and offer ongoing support. With your gained industry expertise, you'll address their questions and direct or assist them with the appropriate departments within our company for further assistance.

To excel in this role, you'll bring an energetic, resourceful, and dedicated approach to customer success.

**You will also need**:

- Fluency in English is a MUST, fluency in Spanish being a PLUS
- Mechanically inclined with ability to use tools and gained experience to disassemble machinery, change parts and reassemble, along with the ability to then being able to patiently walk a customer through the same items.
- Prior hands-on experience with technical, mechanical, or electronic components strongly preferred
- A strong customer service-oriented mindset with excellent communication skills, great follow-up and having a passion for assisting customers
- Taking ownership of tasks assigned and able to work independently and as a team
- Having strong initiative, the ability to be a self starter
- Ability to be organized, multi-task, and find solutions to requests in an accurate and timely manner, without having to escalate
- Strong ability to learn a new product from the ground up and the ability to detect and solve problems
- Strong analytical skills and the ability to solve problems in a structured manner
- Have high attention to detail

**********

**Want to know what it is like to work at Ricoma? View the video below to see our company culture and see what we have to offer**

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**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Vision insurance

Experience level:

- No experience needed

Schedule:

- 8 hour shift
- Monday to Friday

Application Question(s):

- What is your desired salary?

**Experience**:

- Customer Service: 1 year (preferred)
- Technical Support: 1 year (preferred)

Ability to Commute:

- Medley, FL 33178 (preferred)

Work Location: In person

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