Descripción del trabajo : Provide remote technical support to Enterprise printer customers in USand Canada o Receive direct client contacts (e.
g., via phone, video chat,web portal, email), triage, and provide remote client assistance to solvethe issue directly if possible within SLAs o Redirect calls to fieldengineering support if a field support visit is required o Escalate toEscalation Support team (Tier 3) as required Use knowledge baseeffectively to resolve tickets and also contribute with new articles forknowledge base.
Requisitos : Prior experience working in a technical call center proving support for Hardware products like Printers or ACs or Computers or Elevators or any electro mechanical product.
5 Years industry experience in product support (Field and / orremote support) for the IT industryClear written and oral skills (C1 / C2 in English and Canadian French )Ability to communicate with empathyStrong abilities towards SLA complianceStrong technical support capabilities on IT products / devicesExperience on Multi-
functional printers is an advantageStrong troubleshooting and problem-solving capabilitiesDecent remote configuration and troubleshooting capabilitiesGood documentation skills problem-solving