Job Description

Job ***** Customer Support Engineer
Work ***** Arlington, VA
***** Long-term contract with option to hire
***** Monday-Friday 8am-5pm
Education/Experience ***** High school or equivalent

• 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 **
  • 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.

• 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

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