Remote Support Specialist

2 weeks ago

Sydney, Australia Canon Full time

Long term development opportunity in a growing organisation
- Unlimited potential for professional growth
- Be part of a collaborative team culture

**About us**

Canon is the world's leading imaging organisation, and actively inspires with imaginative ideas that enable people to connect, communicate and achieve more than they thought possible. Whether for consumers or professionals, Canon continues to research technologies to bring more beauty, more clarity and more innovation to the world of imaging.

**About the Role**

Technical Services is responsible for providing hardware and software support for direct customers, Canon business partners and our field technicians. The Remote Support Specialist (as part of Technical Services) is responsible for providing ongoing customer support & suggest improvements. This is a Sydney based role that reports to the Team Leader - Technical Services.

**Main Duties**
- Managing escalations and logging of service call requests to help contribute to financial goals and success on all product groups
- Resolving customer problems and queries in an effective and timely manner
- Solving customer problems and inquires via an inbound queue taking in to account MDS and current SLA’s
- Providing after-hours support for CPP customers (where necessary) on ImagePress equipment
- Handling all customer issues through to resolution, even if escalated to Technical Services
- Managing and provide support for eMaintenance alerts, to prevent unnecessary calls being logged by auto scheduler, to actively address machines that have delays or stopped communicating to UGW
- Processing eConsumable alerts in line with the current SLA and manage business customers stock levels
- Providing recommendations for improvements and changes

**About You**

To be successful in this role, you will possess good communication skills & ability to confidently interact with the customer. Previous Customer service / Helpdesk environment experience is desirable.

Key Skills & Experience include
- Exposure to handling customer queries and escalations.
- Abilities to communicate to all staff at all levels
- Proven ability in phone based problem solving
- Previous experience with Computers and peripherals
- Proven ability with IT and networking
- Proven ability with Windows OS and Macintosh OS
- Qualifications in IT/Networking desirable

In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customer we support.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

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