Job Description
Technical Resolution Specialist - West Bromwich (Hybrid)
Are you a strong communicator, with a drive to solve technical problems and ensure a seamless experience for the customer?
We are looking to fill two roles within our newly created Service Excellence Centre, supporting our customers to diagnose, troubleshoot and resolve any technical issues with our printer, multifunction device, software and connectivity issues remotely.
This is an excellent opportunity for someone with solid experience in a customer-focused/ customer handling role, to launch a career in technical support within a global Business. You will need to demonstrate some base level technical knowledge and ability, with an understanding of different operating systems and hardware, and an ability to connect devices to different applications and operating systems.
This would suit someone with experience in a technical helpdesk position however, specific product training around our printer/ MFD and software technology will be provided, so if you can demonstrate genuine technical knowledge, aptitude and a drive, desire, and ability to learn, your application will be considered.
In the role you will be:
- configuring print drivers
- coordinating and supporting remote installations
- supporting MS Windows, MS 365, networking
- supporting print management and document workflow solutions
- liaising with field technicians
- ordering spare parts
- working to agreed deadlines and SLAs
- identifying and following correct process for escalating issues where needed
- maintaining records, updating ServiceNow and communication channels with various internal teams
- ensuring the customer is kept informed throughout
Experience in all of the above is not essential however, strong customer handling experience, along with a proactive attitude towards problem solving, and an ability to demonstrate a base level technical knowledge is expected.