Note: This is a remote role and can be worked from most locations in the lower 48 states.
The Associate Technical Account Support Professional acts as a entry level technical advisor to Ricoh's Output Management Application Support Customers, providing premium support services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments related to the Applications they support. The Associate Technical Account Specialist is Responsible for the daily operational, support and administration at least one Ricoh installed applications within a customer's location. Functions as the point of contact for end user support as well as the primary administrator for application integrity and maintenance. Manages reporting and achieving application effectiveness and contracted Service Level Agreements. Coordinates support activities according to customer's and Ricoh's IT Statement of Work. Communicates effectively with customer's IT administration and end users in planning and issue resolution. Creates and maintains updated process and operating procedures documentation. Escalates any unresolved issues and assures resolution and follows up for completion.
JOB DUTIES AND RESPONSIBILITIES
Entry level role to support end users including training, system authentication, and access rights per customer policy for basic Ricoh installed applications.
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 at least one critical Professional Services including: Output Management, -, or Server based Fax Technology. -
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
QUALIFICATIONS (Education, Experience, and Certifications)
Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required
Minimum 1 year of related work experience including a demonstrated track record of success preferred.
Proficiency in MS Office Suite required
MCSE or MCITP a plus
Application Specific Certifications for Applications Supported by Role.
A minimum of 1 year of experience in technology such as networking, servers, routers, and other Microsoft software (Ex. Microsoft Server, SQL, etc)
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills
Contributes to team operational precision by active design of and participation in community initiatives
Ricoh is an EEO/Affirmative Action Employer - Minorities/Women/Protected Veterans/Disabled.