Bilingual (French and English) Intelligent Support Specialist

Job description

Bilingual (French and English) Intelligent Support (IS) Specialist I The IS Specialist I is responsible for providing remote support and troubleshooting to our client, our field resources and our channel partners using any available tool and resources. Provides 2nd level technical support to technicians and other agents. RESPONSIBILITES: QUALIFICATIONS: - Scope the work needed to be done before passing the call to a field resource - Assist clients when needed during remote install - Provide real time support to SCI (vendor) - Perform after hours call management - Complete training on new product in a timely manner - Actively seek out opportunities to work in the field and gain new skill and knowledge on newer product with the support of your direct manager - Effective researching skills. (Global knowledge, tsrc, video nuggets) - Excellent knowledge of our software tool - Specializes in the remote servicing and repair of Ricoh hardware and software - Achieves expected productivity levels associated with assigned workload and level of experience - Works closely with Sales to actively drive revenue generating opportunities through supply leads, contract sales, network support contract...