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Call Center Agent I

2 months ago

Lake Forest, United States Toshiba America Business Solutions Full time
Call Center Agent I - Connectivity - Technical Support (Bilingual in Spanish Preferred)
  • Hourly Rate: $28.00 to $32.00
  • The pay range for the position (paid biweekly) is $28.00 / per hour to $32.00 / per hour depending on experience.
Toshiba America Business Solutions, Inc. (TABS) is an industry leader in equipment, digital displays, document security, and software solutions that keep businesses running brilliantly and efficiently. We have an excellent opportunity for a Call Center Agent I at our corporate headquarters located in Lake Forest, CA.

Our people bring creative, real-world solutions for our client's print management needs; we help cut costs, secure documents, and reduce the environmental footprint. We are a growing, dynamic organization that has a need for people who are driven to contribute their professional best.

Summary:

Provide first level call center support to Field Service Techs for one or more of the following: hardware, connectivity, or solution inquiries related to Toshiba MFPs and barcode printers, as well as other technical support activities.

Responsibilities:
  • Provide telephone support on one or more of the following: hardware, connectivity, or solutions issues reported from the field on Toshiba MFP and Barcode printers.
  • Gather call information and data related to the specific issue.
  • Work with technicians of varying skill levels in order to identify root cause or troubleshoot issues.
  • Access and search Toshiba documentation, TABS website, and web resources for relevant information.
  • Obtain detailed understanding of IP addressing, routing and firewall restrictions to resolve problems in an effective and efficient manner.
  • Research new problems and document support activities.
  • Engage in other well-defined and documented telephone support activities.
  • Open, transfer and close incident tickets to the standards of the department within a timely fashion.
  • Maintain hardware, connectivity, or solutions knowledge to ensure timely and effective problem resolution.
  • Perform confirmation tests as directed.
  • Document findings and advise management of problematic areas.
  • Configure, manage and maintain test equipment as appropriate.
  • Promptly escalate issues that are not resolved according to department escalation process.
  • Perform other related duties as assigned.
  • May be required to generate reports regarding call activity.
  • Perform other duties as assigned.
Qualifications:
  • AA Degree or equivalent.
  • Minimum of 3 years experience in one or more of the following: hardware, connectivity, or solution support related to Toshiba MFPs or barcode printers.
  • Preferred bilingual in Spanish both written and spoken.
  • Demonstrated experience troubleshooting desktop applications a plus.
  • Must be articulate with strong verbal, listening, and problem-solving skills.
  • Courteous and professional telephone manner along with the ability to deal effectively with customers/clients/coworkers in a fast-paced environment.
Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:
  • Group health coverage (medical, dental, & vision)
  • Employee Assistance Programs
  • Pre-tax spending accounts
  • Pet Insurance
  • 401(k) plan
  • Company provided life insurance
  • Employee discounts
  • Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email AccommodationRequest@tabs.toshiba.com to request an accommodation.