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CW_Print Support Specialist I
Ref No.: 18-05921
Location: Burlington, Massachusetts
Position Type:Contract
Start Date / End Date: 08/10/2018 to 11/30/2018
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 RICOH 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.

Quals--
Mechanical skills - Break - Trouble shoot Fix on printers. Personable this is a customer facing job we are looking for a person that can communicate to the customer Person that works well independently and with the team. Customer Support - First Responder / Break Fix / Trouble shooting issues with printers/copiers. High School Diploma (or equivalent) with additional education preferred. •Excellent customer service skills. •Good project management skills and ability to prioritize tasks. •Strong technical knowledge of network and site-specific printers, and company products. Requires a lot of walking and lifting up to 50 lbs - Lifting of printers, paper deliveries. **Position is temp to engage - Manager has a suggested pay rate of $19/hr**