Technical Support Representative I

2 weeks ago

Lake Forest, California, United States Toshiba America Business Solutions Full time
Customer Support Specialist I - Hardware
  • Hourly Rate: $22.85 to $32.00
  • The compensation range for this role (paid biweekly) is $22.85 / per hour to $32.00 / per hour based on experience.
Toshiba America Business Solutions, Inc. stands as a leading entity with a rich legacy spanning 150 years. Renowned for our expertise in digital displays, document security, and software solutions, we are currently seeking a Customer Support Specialist I to join our team. Our mission is to empower businesses to enhance their printing capabilities, ensure secure operations, streamline workflows, and improve communication. Our esteemed reputation in the industry is largely attributed to the exceptional service provided by our dedicated team. Additionally, Toshiba has been honored with the Thomson Reuters award for "Top Global Innovators" on four occasions.

Position Overview:

Deliver first-tier call center assistance to Field Service Technicians for hardware-related inquiries concerning Toshiba MFPs, Barcode Printers, and other technical support functions.

Key Responsibilities:
  • Offer telephone assistance for hardware-related challenges on Toshiba MFPs and Barcode Printers, addressing issues reported from the field.
  • Collect call details or collaborate with Technicians of varying expertise to identify root causes or troubleshoot issues.
  • Access and review Toshiba documentation and TABS' website for supplementary information.
  • Investigate new issues and document support activities.
  • Engage in other clearly defined and documented telephone support tasks.
  • Create, transfer, and close incident tickets in accordance with departmental standards promptly.
  • Maintain knowledge of MFP hardware and Barcode Printers to ensure effective problem resolution.
  • Escalate unresolved issues following the department's escalation protocol.
  • Conduct confirmation tests as directed.
  • Document findings and inform management of any recurring issues. Manage and maintain test equipment as necessary.
  • Perform additional related duties as assigned.
  • May be required to generate reports regarding call activities.
  • Execute other related responsibilities.
Qualifications:
  • Associate's Degree or equivalent experience.
  • 3+ years of experience in Toshiba MFP and/or Barcode Printer hardware support.
  • Proven experience in troubleshooting MFP hardware-related issues.
  • Strong verbal, listening, and problem-solving skills are essential.
  • Professional and courteous telephone demeanor with the ability to effectively engage with customers in a fast-paced environment.
  • Bilingual in Spanish is a plus.
Toshiba America Business Solutions, Inc. provides a competitive salary and a comprehensive benefits package, which includes:
  • Group health coverage (medical, dental, & vision)
  • Employee Assistance Programs
  • Pre-tax spending accounts
  • 401(k) plan
  • Pet Insurance
  • Company-provided life insurance
  • Employee discounts
  • Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days
  • Non-Exempt - Hourly pay range for the position (paid biweekly) is $22.85 / per hour to $32.00 / per hour based on experience.
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, sexual orientation, or any other protected factor.

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