Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
About us
Ricoh is a large business in Asheville, NC. We are agile, professional and collaborative.
Our work environment includes:
Overview:
The Print Services Specialist is responsible for the daily support, service, repair and availability of our managed devices within a specified geographic area. Responds to service requests and device alerts as well as technical support and training with a focus toward customer service. Capable of device set-up and installation, preventative maintenance, and routine service of assigned and 3rd party manufacturer devices. Serviceable device types include printers and multi-functional devices as well as other assets.
Duties:
- Performs a full range of servicing and repair service procedures including troubleshooting, diagnostics, installation, component replacement, device hot swap, removal, and retrofits on assigned equipment.
- Performs basic and advanced installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.
- Responsible for the accurate management and maintenance of their parts, supply, and asset inventories.
- Demonstrates technical expertise and good customer relation skills.
- Replenishes and replaces consumables and supplies for devices at assigned locations.
- May travel between customer's buildings and locations within a specified geographic area
- Performs other duties as assigned.
Qualifications:
- High School Diploma (or equivalent) with additional education preferred
- Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
- Completed classes and experience involving computers, electronics, mechanics, etc. is desired.
- IT Help Desk Support experience (application - hardware support) preferred.
We offer competitive compensation based on experience and qualifications. This is a full-time position with opportunities for career growth within our organization. If you are passionate about technology, have excellent problem-solving skills, and enjoy helping customers, we would love to hear from you.
Job Type: Full-time
Salary: $18.00 - $20.00 per hour
Expected hours: 32 – 40 per week
Compensation package:
Experience level:
Application Question(s):
Work Location: In person
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