You also have the option to submit your application using this link: /virtual-staff-365/j/E004450D3E/
Printer Helpdesk Support Specialist
Description
Our client is a Melbourne-based supplier of Photocopiers, Printers, and Software, specializing in Office Print Solution Hardware and Managed Print Solutions. Client collaborates with numerous businesses across Australia to enhance the efficiency of their document workflow, covering everything from document creation to storage.
Responsibilities
Customer Interaction: Respond to end-customer inquiries and issues related to printer connectivity.
Issue Identification: Identify and assess printer issues, particularly those linked to network connectivity.
Logging and Documentation: Ensure that all support interactions and issues are accurately logged in our systems for proper tracking and resolution.
Technical Support Process:
Email Instructions: Send customers an email containing detailed instructions and a URL to guide them in resolving the issue independently. Note that only about 25% of customers attempt to do this.
Phone Follow-up: Conduct follow-up phone calls to customers who do not resolve the issue through email instructions. Request access to the customer’s screen to troubleshoot and adjust settings as necessary.
Productivity:
Initially, focus on addressing the backlog of about 200 unresolved cases. Aim to clear approximately 10 calls per day.
As you become proficient in managing the backlog, expand your capabilities to provide more general IT support and address broader IT-related inquiries from customers.
In this role, you will play a vital part in assisting end-customers with printer connectivity issues and contribute to enhancing their overall IT support experience.
Requirements
2 to 3 years of similar Helpdesk experience required
AU Helpdesk experience required
Previous experience in a similar role, preferably in printer support
Strong knowledge of printer hardware and software preferred
FM Audit experience is preferred
Proficient in troubleshooting printer issues and resolving technical problems
Excellent communication skills, both verbal and written
Ability to work independently and provide remote support to clients
Strong attention to detail and problem-solving skills
APPLY FOR THIS JOB:
Company: Denmo
Name: Joy Lacastesantos
Email: