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Customer Support Engineer

4 months ago

Arlington, United States Paladin Consulting Full time
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.