Headquarters

Service Dispatch/Level 1 Customer Support Agent

Job Locations US-NJ-Fairfield
Posted Date 3 weeks ago(2/2/2018 3:47 PM)
ID
2018-1225
# of Openings
1
Category
Administrative/Clerical

Overview

Responsible for dealing professionally with all customers and for scheduling, dispatching, and directing service technicians’ efforts in response to customer calls for assistance, or regularly scheduled visits within dictated time frames.

Responsibilities

  • Receive, confirm and enter customer calls for service in a polite and professional manner. Provide level 1 customer support and triage all calls to determine whether a service call is needed or a repair can be made remotely.  Record a detailed description of the exact problem. Ability to troubleshoot and determine if level 2 support may be able to assist with the problem.
  • Answer dispatch phone prior to going to voice mail so as to expeditiously respond to customer and/or technician needs.  If the call goes on voice mail, call the customer back indicating that the call was received and they are scheduled for service.
  • Review appropriate data to ensure service is permitted. 
  •  Direct Dealer Technical Representative to calls in a timely manner to meet directed response time priorities for the type of service call
  • Follow up on all service calls with servicing dealer in order to be able to accurately report service history and response times.
  • Ensure 100% accuracy on data input pertinent to the automated system.
  • Performs system maintenance updating customer contact, phone number, address,
  • Entering of manual dealer credits pertaining to MDS/MPS labor performed
  • Supply appropriate paperwork and reports to management in a timely manner.
  • Report to Technical Operations Manager on all excessive calls placed.

Qualifications

Required:

 

  • High School Diploma
  • Minimum 5 -7 years of Technical Field Service Experience in the office products industry
  • Efficient with Microsoft Word and Excel
  • Strong and written communication skills
  • Physical requirements: standing, sitting and working with computer, bending/filing, and light lifting.
  • Company relocation is not provided to Fairfield, NJ office.  Employee must self-relocate.

 

Preferred:

 

  • Knowledge of Printfleet/ FM Audit
  • Knowledge of networking
  • Knowledge of E-Automate, Oracle and AS/400
  • Electronic Technical school training preferred

Careers Center | Professional Service Consultant

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state and local laws regarding nondiscrimination.   Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status.  Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.

 

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