Technical Support Specialist
Company: Canon USA & Affiliates
Location: Melville
Posted on: June 21, 2022
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Job Description:
**Overview**The fundamental purpose behind our technology is to
help our customers to run their businesses better - with less cost,
with more security and with better productivity. We are a fast
moving and agile technology company with a team of over 150 people
in our four sales and support offices in Europe, USA, Singapore and
Japan. We are inventing new and better ways to help companies get
maximum value from their printer and scanner fleet by helping them
manage their printing costs, improve their office worker
productivity through document process automation and increase their
document security. We help print rooms to improve their efficiency
by creating better print production workflow management technology.
Our core product is available on-premise as well as provided as
SaaS. You'll be supporting both.Remote work is
possible.**Responsibilities**As a Technical Support Specialist
(Technical Support Expert (NTW)) working in our Melville office
(Work from home possible after the initiaonboardingng phase) you
will be responsible for the technical analysis and troubleshooting
of reported software problems which you will reproduce in a virtual
environment and/or test lab. You will be the direct contact between
our customers and the software developers. The provision of
technical trainings to your colleagues internally as well as
external and on-site/installation support complete the range of
tasks.- Triage customer reported issues and respond to them via
ticketing system (Atlassian Service Desk), remote sessions, chat or
phone- Identify the area of fault (code, environment, or
configuration) and work with the appropriate team(s) implementing
the fix- Respond to user-reported issues in adherence to
established Service Level Agreements- Document actions to
effectively communicate information internally and to customers-
Link between NT-ware 3rd level support team and NT-ware
development, project team and QA department- Provide internal and
external advanced technical trainings (optional)- Passion for
customer service and teamworkKey Relationships Internal- NT-ware
3rd Level Support (globally, English)- NT-ware Development
(Germany, English)- NT-ware Project Team (globally but mainly USA)-
NT-ware QA (Germany, English)- Canon USA ESSDKey Relationships
External- Canon Worldwide (mainly Americas)- Canon Business
Partners, Canon Solutions America- Indirect Sales Reseller
PartnersPerformance Measures- Customer satisfaction- Satisfaction
with trainings delivered (optional)- Escalation quality to NT-ware
Development- Ticket resolution rate**Qualifications**Please note:
We comply with all applicable federal, state and local laws,
regulations, orders and mandates, including those we may be
required to follow as a federal government
contractor/subcontractor.- Excellent understanding of technical
problems and their interrelation- Excellent troubleshooting skills
and analytic thinking- Excellent knowledge of Microsoft operating
systems (workstations and servers)- Good knowledge of network
problem analysis- Extensive networking and OS related knowledge-
SQL (language, DB servers)- Attention to details, fast learner and
excellent verbal and written communication skills- Ability to
effectively prioritize and execute tasks in a high-pressure and
fast paced environment- Be able to translate technical information
in a simplified, easy to understand manner- MAC: printing,
administration, configuration, troubleshooting- Technical
certifications- Proven capability to lead teams both internally and
externally to deliver complex and technical projects- Successful
design of complex software/hardware technology solutions in the
printing environment- Extensive knowledge of Canon's uniFLOW
software product technologies- Drive & manage change- Exceptional
customer service orientation- Self-managed and team oriented-
Deadline and detail oriented- Flexibility for
after-hours/weekend/on-call supportThe company will not pursue or
support visa sponsorship for this position.**Company
Overview**NT-ware USA, Inc. - Join an exciting opportunity with one
of the world's most successful global brands. NT-ware,
headquartered in Bad Iburg, Germany, provides a full range of soft-
and hardware solutions, based on the latest technologies, to manage
and control all printing and copying processes. Our organization
not only delivers printer management functionalities like printer
accounting, copy accounting, and secure printing, but also
production printing features like print room management, job
ticketing, web submission and production management. It is our goal
to help our customers increase their productivity, reduce costs,
and optimize their workflow. For our main product, uniFLOW Output
Manager NT-ware has entered in a strategic partnership with Canon
Inc. This position, based in Melville, NY is in support of the US
client base.--- Based on weekly patent counts issued by United
States Patent and Trademark Office.All referenced product names,
and other marks, are trademarks of their respective owners.We are
an EEO/AA employer. Minority/Female/Individuals with
Disabilities/Protected Veterans.If you are not reviewing this job
posting on our Careers' site, we cannot guarantee the validity of
this posting. For a list of our current postings, please visit us
at.**Workstyle Description**Virtual - This position is full time
and is considered virtual. The office will be open 5 days a week;
however you will not be required to report to the office unless
there is a specific business need. Note that work schedules and
office reporting requirements may change from time to time based on
business needs.**Posting Tags**\#LI-REMOTE**Location**
_US-NY-Melville_**Company** _NT-Ware USA, Inc._**Requisition ID**
_27464_**Category** _Information Technology_**Position Type**
_Full-Time_**Workstyle** _Virtual_
Keywords: Canon USA & Affiliates, New Haven , Technical Support Specialist, IT / Software / Systems , Melville, Connecticut
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