Copier Data Collection Support Specialist

About the role

You will support the data collection application and provide phone support and remote troubleshooting for clients to achieve issue resolution while maintaining a high level of client satisfaction.

Responsibilities

• Administer copier data collection application by providing daily monitoring to ensure information accuracy, reporting consistency, and functionality.
• Resolve all copier data collection application issues, including reinstalling or configuring as required.
• Answer client calls, emails, and all correspondence in an appropriate and timely manner; determine problem severity to establish priorities.
• Accurately and promptly log client problem information and create a service call using company-provided technology.
• Troubleshoot systems and applications to identify proper resources for resolution.
• Assign service requests to available Copier Service Technicians and/or route calls to the appropriate personnel.
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
• Verify and maintain client contact and database information.
• Develop and support best practices and operational procedures to create efficiencies.
• Maintain client documentation.
• Assume ownership of Client Service Request from initial contact to completion.
• Maintain call center expectations.
• Accurately maintain documentation and comply with service administrative procedures in a timely basis, including time entry.
• Attend required company and department meetings.
• Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

Requirements

• High School diploma and two years of relevant experience; or equivalent combination of education and experience.

Skills

• Proficiency with business collaboration tools including MS Office applications, Outlook, and company-specific programs.
• Solid customer service abilities, including telephone skills.
• Superior communication skills in working with technical and non-technical people; ability to develop and maintain collaborative relations at all levels of an organization.
• Ability to prioritize responsibilities and operate with changing priorities.
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; work well in group problem-solving situations.
• Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
• Excellent follow-through to see tasks through completion.
• Function collaboratively as part of a fast-paced, client-oriented team.
• Self-starter with the ability to perform independently with little or no supervision.

Pay

$19.10 - $27.70 hourly. The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background.

Benefits

For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.