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KYOCERA Document Solutions UK · 2 months ago

Senior Product Support Specialist, Help Desk

Irving, TX

Full-time

Onsite

Senior Level

5+ years exp

Kyocera Document Solutions America, Inc. is a leading provider of total document solutions dedicated to customer service and innovation. As a Senior Product Support Specialist, you will provide technical and functional support to dealers and customers, ensuring effective resolution of issues and maintaining communication with technical staff.

PrintingProfessional ServicesSoftware

Responsibilities

Responding to customers’ by determining the nature and likely causes of problems, recommending corrective action or guiding the customer through the necessary steps to a resolution

Evaluate specific machine problems and maintain constant communication with the Digital Product Support Supervisor, including any unresolved technical situations

Perform product testing in the National Digital Product Testing Lab and report findings to the Digital Product Support Supervisor

Provide training for Hotline Staff on new products

Provide accurate answers to Dealer Technical Personnel while maintaining and promoting KMA

Follow up with Dealer Service Manager or Dealer Technician on pending technical problems at Dealership

Provide information to Regional Technical Managers concerning technical problems within their Region

Maintain contact with Regional Technical personnel in order to communicate technical information updates/status

Create and maintain month end reports summarizing Hotline activity by model

When asked to do so, the Senior Product Support Specialist will also be involved in writing Technical Bulletins

Qualification

Photocopier experienceComputerNetwork experienceCompTIA Network+ certificationMicrosoft Office proficiencyAdobe Products knowledgeApple products proficiencyAnalytical skillsTroubleshooting skillsColor Theory knowledgeBilingual EnglishBilingual SpanishVerbal communicationWritten communication

Required

High School or General Education diploma

Minimum of 5 years' experience working on photocopiers, facsimiles, and multifunctional office products

Minimum of 2 years computer and network experience

CompTIA Network+ (and/or) MCSE certification

Occasionally lift and/or move up to 50 lbs

Working knowledge of Microsoft applications, basic diagnostics, and troubleshooting

Proficient user of Microsoft Office and knowledge of Adobe Products

Proficient in Apple products and applications

Knowledge of Color Theory as pertains to printing/office products

Excellent analytical and troubleshooting skills

Ability to effectively communicate verbally and in writing

Preferred

Ability to communicate in both English and Spanish

Benefits

Medical, dental and vision plans

401k match

Flexible spending

Disability and life insurance

Paid time off

Holidays

Company

KYOCERA Document Solutions UK

Kyocera Document Solutions UK is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan.

Founded in 1983

Reading, Reading, GBR

201-500 employees