Technical Resolution Agent

At Ricoh, weinnovate through Gemba,own our outcomes, strive to bebetter every day, andwin togetherwith our customers and teams. You'll be supported by experienced specialists, trusted global capabilities, and a culture that values integrity, collaboration, and continuous improvement. Ready to kick-start your IT career while delivering standout customer service? Join Ricoh's Contact Centre team and support business customers with troubleshooting, consumable orders and general enquiries. You will provide exceptional customer service, troubleshoot product issues, and support various customer service channels. You will work to enhance customer satisfaction and promote additional Ricoh products, contributing to our clients' success. Troubleshooting : Assist customers with troubleshooting Ricoh products such as multi-functional printer devices. Customer Support : Support our customers across multiple channels, including inbound and outbound phone and email. Product Promotion : Identify opportunities to promote additional Ricoh products, expanding our customers' portfolios. Team Collaboration : Regularly participate in team meetings and training sessions to stay informed and improve individual and team performance. Complaint Management : Competently manage customer complaints in accordance with the training provided Technical Fault Identification : Identify hardware and/or software faults and advise customers on actions to resolve machine issues. First Contact Resolution : Increase first contact resolution by effectively troubleshooting inbound customer technical inquiries via various contact channels. Consumable ordering and Customer Education: Be responsible for processing orders for Ricoh office product consumables via phone or email, validating orders, and ensuring a seamless customer experience. Provide customer education on the consumable ordering process and remote software, helping customers navigate their options effectively. About you... You're a natural problem-solver who enjoys helping people and learning new technology. You communicate clearly, stay calm under pressure and take pride in delivering a great customer experience. You may have CompTIA A+, N+ or similar certifications, or be working towards them. A basic understanding of networking, TCP/IP, Windows or Mac environments would be helpful and an advantage, along with confidence using MS Office and online tools. We offer: Why Ricoh? We encourage a learning environment where you really can make your career what you want it to be. We provide access to learning tools and on the job training to support you, to grow and develop your career! Incentives, team celebrations and awards #J-18808-Ljbffr