Software Support Specialist

🕒 il y a 4 jours

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Canon Australia

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501 - 1000 employés

En tant que leader mondial de l'imagerie, Canon est réputé pour innover et inspirer les communautés avec sa vaste gamme de produits et services. Des appareils photo pour vos photos aux imprimantes de votre bureau, en passant par la technologie de pointe et les services que Canon propose aux consommateurs et aux entreprises du monde entier. Dans la région de l'Océanie, Canon Finance, SUNSTUDIOS et Canon Business Services font tous partie du Groupe Canon. Pour plus d'informations, visitez www.canon.com.au. Les services Consumer Imaging peuvent être retrouvés sur : https://www.facebook.com/CanonANZ, https://www.youtube.com/@canonanz, https://www.instagram.com/canonanz, et https://www.tiktok.com/@canonanz. Les solutions d'information pour les entreprises sont disponibles sur : 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.

🎯 Exigences

• 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

🏖️ Avantages

• Flexible working arrangements • Professional development opportunities