Descripción del trabajo : Provide remote technical support to Enterprise printer customers in US and Canada Receive direct client contacts (e.
g., via phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible within SLAsRedirect calls to field engineering support if a field support visit is requiredEscalate to Escalation Support team (Tier 3) as requiredUse knowledge base effectively to resolve tickets and also contribute with new articles for knowledge 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.
A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.
Skill and competency at providing professional technical telephone support.A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
Provide on-demand and scheduled remote technical support to resolve customer service issues. Perform remote troubleshooting of problems in hardware, software, peripherals and communications.