Software Support Specialist

🕒 June 23

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Canon Australia

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501 - 1000 employees

As the world’s leading imaging organisation, Canon is renowned for innovating and inspiring communities with their extensive range of products and services. From the cameras you take photos with, to the printers in your offices, as well as the extensive market leading technology and services Canon offers consumers and businesses right across the world.Within the Oceania region; Canon Finance, SUNSTUDIOS and Canon Business Services are all part of the Canon Group. For more information, visit www.canon.com.auConsumer Imaging & Services can be found on: https://www.facebook.com/CanonANZ, https://www.youtube.com/@canonanz, https://www.instagram.com/canonanz, and https://www.tiktok.com/@canonanzBusiness Information Solutions can be found on: www.youtube.com/CanonBusinessAU

📋 Description

• To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio. • Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support. • Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type. • Ensure incidents are aligned to correct resolver groups. • Manage and resolve incidents / problems related to software functionality, installation, configuration, and usage. • Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues. • Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists. • Manage and prioritise assigned incidents by customer entitlement, impact, and urgency to achieve SLAs. • Responsible for ensuring that relevant stakeholders are communicated to with regular updates during the lifecycle of the incident. • Primary Escalation point taking ownership in handling tickets which requires in-depth technical expertise such as more complex problems; software/hardware fixes. • Maximise remote incident resolution levels, reducing field-based costs. • Management of customer specific data and documentation to support business processes. • Proactively develop and enhance the quality of Professional Services provided to Canon’s internal and external customers through the sharing of best practice, development groups, and investing in personal development. • Collaboration with Tier 3 Developers or engineers if issue requires highly technical fix that needs code modifications and set-up changes. • Apply configuration changes and software repairs which is beyond the scope of Tier 1 handling.

🎯 Requirements

• 4-year College Degree courses (e.g. Business, IT or same kind) • Customer Service background and with BPO experience • Experience in supporting and assisting customers and colleagues via phone, Skype and email • High level of accuracy, superior attention to detail and a strong work ethic • Excellent time management and prioritisation skills • Ability to work independently and flexible • Advanced Microsoft or IT qualification (e.g. OS, SQL, Azure, Infrastructure) • Excellent customer skills in listening and interpreting information to understand customers technical issues, to aid in quick identification and resolution to issues. • Excellent verbal and written communications, in particular ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience. • Ability to work independently and collaboratively in a team environment • Strong attention to detail and ability to multitask in a fast-paced environment • Highly customer-focused and delivery-oriented individual with excellent planning and organisational skills • Experience in software installation, configuration, and troubleshooting. • Minimum of 3 years’ experience working in a similar customer facing role • A good working knowledge of Microsoft Operating systems, Active Directory, Network infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, RDP

🏖️ Benefits

• flexible working arrangements • professional development opportunities • health insurance