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Customer Support Specialist I

2 months 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 global leader with a rich 150-year legacy. We excel 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 assist businesses in optimizing their printing processes, enhancing security, streamlining workflows, and improving communication. Our esteemed reputation in the industry is largely attributed to the exceptional service provided by our team. Toshiba has been honored with the Thomson Reuters award for "Top Global Innovators" on four occasions.

Position Overview:

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

Key Responsibilities:
  • Offer telephone support for hardware-related challenges concerning Toshiba MFPs and Barcode Printers, as well as other issues reported from the field.
  • Collect call information or collaborate with Technicians of varying expertise to determine root causes or troubleshoot problems.
  • Access and navigate 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 issue resolution.
  • Escalate unresolved issues following the department's escalation protocol.
  • Conduct confirmation tests as directed.
  • Document findings and inform management of recurring issues. Configure, manage, and maintain testing equipment as necessary.
  • Perform additional related duties as assigned.
  • May be required to generate reports regarding call activity.
  • Undertake 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 challenges.
  • Excellent verbal, listening, and problem-solving skills.
  • Professional and courteous telephone demeanor with the ability to effectively engage with customers/clients 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, including:
  • 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.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)