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Posted: Wednesday, November 22, 2017 2:06 PM




The responsibility of the Client Support Specialist is to on-board/off-board Customers for proactive monitoring / management of their IT systems and networks.


* Provides exceptional customer service during calls with customers.
* May perform multiple sessions with customers concurrently.
* Guides customers through each step of the process and explains clearly so the customer comprehends and follows the steps.
* Performs remote diagnostics, problem solving, installation assistance and system modifications.
* Troubleshoots, repairs or escalates customer support incidents.
* Responds to service tickets promptly, in accordance with established guidelines.
* Provides a timely resolution to the customer questions and problems, escalating issues to management or the Service Delivery Lead, as required.
* Documents customer complaints and escalates unresolved issues.
* Follows up on customer issues to ensure the solutions provided have solved the customer's request and to verify customer satisfaction.
* Accurately maintains associated data, files and records regarding these incidents. Accounts for time spent in all activities (chargeable and non-chargeable) for billing, contract profitability assessment, resource allocation, etc.
* Remotely connects to customer's computers and respects their privacy by requesting access to any folders or applications being accessed for remediation purposes.
* Maintains SLA on all owned cases.
* Maintains Quality cases with minimal mistakes.
* Coordinates with other team members, as needed, to determine how to improve processes.
* Acts as first line of defense on internal alias to assist High Profile, Media or executive escalations.
* Continuously communicates with Service Delivery Lead/Team Manager to identify any negative trends and report on the identified trends.
* Maintains assigned equipment, software and technical data in accordance with department policy.
* Provides sales leads to increase revenue opportunities for the company.
* Determines individual training needs and ensures management is aware of training requirements to grow with the assigned responsibilities.
* Assists in the training and development of fellow Ricoh associates as assigned.
* May occasionally be required to work flexible hours to support special customer needs or to participate in personal training and development activities.
* Must have a good working knowledge of Microsoft Desktop OS, and Microsoft Server OS
* Applies general knowledge of network technologies to customer issues.
* Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

* Requires high school diploma or equivalent experience.
* Typically a minimum of 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
* Possesses ability to read & comprehend written technical information in form of technical manuals.
* Knowledge of Microsoft O/S and configuration and Microsoft Exchange/Outlook.
* Requires strong computer skills including knowledge of web-based software platforms and MS Office Suite.
* Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

Apply at link:

• Location: District Of Columbia, Washington, DC

• Post ID: 41191417 washingtondc is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017