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Technical Customer Care Representative

A GREAT PLACE TO WORK AND A GREAT PLACE TO BE A CUSTOMER
Are you a people person who has a passion for technology?
Do you like to solve problems and investigate situations for customers?
Are you known for your extraordinary level of customer service?
Are you well-spoken, outgoing, and professional?
WHY COMDOC? We're a company with a vision. Since our inception in 1955, ComDoc has been guided by a strong vision, mission, and sense of values. With over 60 years of expansion and evolution, we continue to grow as a technology company that provides a range of document management solutions including hardware, software, and services. We are a subsidiary of Xerox, A 22 Billion Dollar Company that won "Most Ethical Company" 10 years in a row! Sound like a place you could see yourself growing?
SUMMARY OF POSITION: In this position, you would be part of our Customer Care Center 360 App/FM Audit Team. You would provide superior customer service and support, using the telephone, e-mail, and web-based remote access communication. They will support devices in an environment that is primarily Xerox multi-function and various desktop printers. Additionally, you would work closely with branch sales, service and support partners to satisfy customer issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Supports on-demand network installs of software for customers and ComDoc personnel
During an install, remote into the customer's computer using GotoAssist and install the software for the customer
Using the printer's web interface, verifying settings and IP addresses on the printers
Responds daily to customers to resolve FMAudit issues (through email/phone) following up as necessary to ensure customer satisfaction
Assists in data management and integrity processes to ensure the FMAudit data remains accurate
Works to identify 'missing' devices at customers' sites and makes appropriate changes
Audits accounts helping to ensure all like models are contracted
Assists sales reps by generating volume reports for proposals and other customer interactions
Utilizing daily reports, SharePoint and Excel spreadsheets, to track fixes, account history, and all new installs whether done by the FMA team or not
Assists in the Printer Add/Remove process, ensuring data accuracy and contract integrity
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION / EXPERIENCE
Associate's degree (A. A.) preferred, or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Candidates with a degree in electronics, computer science, or computer networking will have the competitive edge.
COMPUTER SKILLS
To perform this job successfully, an individual should have working knowledge of and the ability to learn the following:
Microsoft Operating Systems (Windows 7,8, 10 and Servers)
Microsoft Exchange
Office(Excel, Word, PowerPoint, SharePoint, Outlook)
SQL
Familiarity with the following is beneficial but not required:
Firewall and anti-virus(Windows and third-party)
Knowledge of hubs, routers, and switches
Knowledge of network protocols (TCP/IP, DNS, SNMP. DHCP)
Knowledge of Unix and Linux
CERTIFICATES, LICENSES, REGISTRATIONS
A+ or Net+ beneficial but not required.
BENEFITS AND PERKS:
Competitive pay with bonus potential (based on company achievement of annual performance objectives)
Ongoing training, tuition assistance, and opportunities for career advancement
Medical, dental, vision, and life insurance benefits
401(k) plan with company match
Paid holidays, vacation, and sick time
Diverse, welcoming culture, with personal and professional development
Convenient location ( Right off Rt77)
Apply now for an exciting and rewarding career opportunity with ComDoc Inc.! We value each and every employee for sharing our values that contribute to our mission of providing unparalleled customer experiences through the power of people, technology, and innovation!
Here are a few things to keep in mind when applying for a position with ComDoc:
All candidates must pass a background check and drug screen
A recruiter will contact you by phone if you are under consideration for a current position
You will be asked for information regarding your employment and educational background
Some positions may require additional testing such as computer applications or strength tests



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