Customer Care Call Center Representative

Location:Canton, MA
Exempt/Non-Exempt:Non-Exempt
Benefits:Full Benefits
Employment Type:Full Time
Office:ImageTech CN
Description:Image Technology Specialists, Inc is a leader in providing innovative document solutions and offers the most comprehensive range of products and services in the office technology industry.

17+ years in the MA & RI area
Portfolio: Copiers, Printers, Facsimile, Wide Format, Print Management, Smart Boards, Network Solutions
Parent company, Global Imaging Systems, acquired by Xerox Corporation in May 2007 for $1.5 Billion

As a national leader in the digital imaging solutions industry, ImageTech provides the best of both worlds to our customers: the superior XEROX product line along with the immediate, responsive service of a local dealership.

Visit our website at www.goimagetech.com.

Position Overview:
Our Customer Care Call Center Rep is a full-time position responsible for providing immediate support and service via phone to customers experiencing equipment issues or having network questions related to office technology equipment.

Training:
For entry-level candidates, we provide start-up training programs. We provide an excellent opportunity to launch your career. We offer solid coaching, and individual mentoring designed to provide the very best opportunity to succeed.

Compensation and Benefits Package to include:
• Medical, dental and vision insurance plan options
• Short/Long term disability plan options
• • 401K matching programs

Major Responsibilities:
• Provide first-level contact and problem resolution for customers with hardware, software and applications problems.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling the support cases.
• Perform to the level of all expected benchmarks (response times, issue resolutions, etc.)
• Provide accurate and timely logging of problems and resolution for problems in the OMD, and MWA database.
• Act as a liaison between customers and external support staff to assure accurate problem interpretation.
• Maintain communications with customers during the problem resolution process.
• Utilize superior customer service skills.

Basic Requirements:
• Ability to work in a fast paced environment.
• Excellent communication skills, including listening and questioning.
• Detail oriented with ability to multi-task
• Strong organization skills
• Exceptional critical thinking skills to assist in problem solving.
• Must have very pleasant phone manner in all types of situations.
• Ability to work independently as well as to meet deadlines.
• Strong skills in Microsoft Office. (Excel, Word, Access, etc…)

Desired Qualifications:
• BS/BA/AA degree in business or other related field
• Experience in a call center enviroment.


ImageTech is an Equal Opportunity Employer


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