glassdoor sales-marketing print support specialist i.ms ops

Print Support Specialist I.MS Ops


Position Number: 332823
Location: Richmond, VA 23238
Position Type: Temporary
Required Skill Set:Customer Service, Management, Procurement, Technician, TRAC, Troubleshooting
Position Description:
  • *C2C is not available**
  • *Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Anticipated Start Date: 2/7/2020
Anticipated End Date: 4/13/2020
Title: Print Support Specialist I.MS Ops
Location: Richmond, VA 23238

Job Description:

Qualifications:
• Candidate must be able to lift up to 50 lbs. and stand/walk long periods of time.
• Responsible for the daily support of Client multifunction printers.
• Responds to customer requests for hardware, technical support, and training with the focus being on customer service.
• Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager.
• Works to ensure that the service level agreements between the customer and Client are achieved.
• Daily support of Client multifunction printers.
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally.
• Escalates problems to a technician as necessary.
• Keeps the customer up to date on the progress of problem resolution.
• Provides end-users with detailed remote access knowledge and documents complete troubleshooting information.
• Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager.

Responsibilities:
• Position Profile Responsible for the daily support of site specific network and workstation printers.
• Responds to customer requests for technical support and training with the focus being on customer service.
• Documents all service calls and requests using TRAC Solution and escalates serious problems to a Customer Service Technician and, as necessary, to the Integrated Account Manager.
• Works to ensure that the service level agreements between the customer and Client are achieved.
• In addition, responsibilities may include the procurement of printer hardware and the management of an on-site parts/consumables inventory.

Job Duties and Responsibilities:
• Daily support of network and workstation printers.
• Responds to customer support requests and ensures that they are resolved quickly, accurately, and professionally.
• Escalates problems to a technician as necessary.
• Keeps the customer up to date on the progress of problem resolution.
• Provides end users with detailed remote access knowledge and documents complete trouble shooting information.
• Provides regular account updates, to include information on fleet status and performance, to the Printer Fleet Manager or Integrated Account Manager.
• Responsible for on-site hardware & consumables inventory.
• Responsible for printer procurement as required by the customer.
• Responsible for printer hot swap inventory.
• Documents and reports all fleet meter reads.
• Maintains printer fleet tools/databases.
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