Technical Account Support Specialist

KEY RESPONSIBILITIES AND SPECIFIC DUTIES

• Support of end users including training, system authentication, and access rights per customer policy.
• Daily support of installed applications including manufacturer recommended updates and maintenance.
• Maintains accurate log for all customer support requests and application administration activities.
• Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship.
• Develops and maintains reports, pertaining to applications supported, as requested by Ricoh and Statement of Work.
• Maintains up to date issue resolution activities via the customer's service request system.
• Maintains up to date site procedures guide pertaining to applications supported.
• Responsible for adhering to all Ricoh and/or manufacturer recommended training and certification requirements.
• Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in in accordance with SLAs.
• Evaluates the customer issues and then gives assistance utilizing the appropriate support information and documentation.
• Assumes full ownership of support requests, pertaining to applications supported. Escalates and follows up as needed to ensure resolution.
• Interacts with escalation support team for problem resolution.
• Participates in monthly, quarterly, and annual customer reviews.
• Acts as subject matter expert on one or more critical Professional Services including: Output Management, Advanced or Distributed Capture, Server based Fax Technology, Document Management and Workflow.
• Maintains Microsoft and Application Certifications as directed by Leadership.
• Ability to diagnose, resolve and escalate Application Issues that may arise.
• Proactively monitor the health of the solution stack and actively seeks to mitigate Application down time.
• Partners with Customer Technical Teams and Software Vendors to resolve problems to ensure customer satisfaction.
• Keeps daily records of work performed in timesheet repository.

KNOWLEDGE AND SKILL REQUIREMENTS

• Preferably Bachelor degree (computer science, information systems, engineering) or equivalent experience in a related field required.
• Minimum 3 years of related work experience including a demonstrated track record of success.
• ITIL Certification preferred.
• Detailed oriented and good problem solving skills
• Excellent writing, verbal communications and presentation skills.
• Ability to effectively train customers and to fully integrate into the customer's environment.
• To develop and maintain strong customer relationships.
• Working knowledge of a defined set of Ricoh and 3rd party products and associated environments.
• Ability to analyze complex data from multiple sources to identify issues and to resolve issues or propose solutions.
• Requires expertise in one or more of the following areas: Workflow, Cost Recovery/Output Management, Networks, Operating Systems, Cloud Based Solutions, Centralized/Distributed Capture and Document Management.
• Proficiency in MS Office Suite required and/or MCSE or MCITP certification preferred.
• Advanced level of Interpersonal, time management and organizational skills.