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Customer Service Representative
2 months ago
We are seeking a highly skilled and experienced Customer Service Representative to join our team at Toshiba America Business Solutions. As a Customer Service Representative, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Provide Technical Support: Respond to customer inquiries and provide technical support for hardware-related issues on Toshiba MFPs, Barcode Printers, and other technical support activities.
- Root Cause Analysis: Gather call information and work with technicians to identify root cause analysis or troubleshoot problems.
- Documentation and Research: Access and search Toshiba documentation, TABS website for additional information, and research new problems and document support activities.
- Incident Ticket Management: Open, transfer, and close incident tickets to the standards of the department within a timely fashion.
- Knowledge Management: Maintain MFP hardware and Barcode Printer knowledge to ensure effective problem resolution.
- Escalation: Escalate problems that are not resolved according to department escalation process.
- Education: Associate's Degree or equivalent.
- Experience: 3+ years of experience in Toshiba MFP and/or Barcode Printer hardware support.
- Skills: Demonstrated experience troubleshooting MFP hardware-related issues, articulate with strong verbal, listening, and problem-solving skills, courteous and professional telephone manner, and ability to deal effectively with customers/clients in a fast-paced environment.
- Competitive Salary: Non-exempt - Hourly pay range for the position (paid biweekly) is $22.85 / per hour to $32.00 / per hour depending on experience.
- Benefits Package: 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, and sick/personal business/volunteer days.
