| Company: | Carr Business Systems
Melville, NY |
| Job Location: |
New York City - Suffolk County
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| Employment Type: | Full Time |
| Department: | New York City, New York |
| Salary Range: | 35,000 |
| Benefits: | Medical, dental, vision, life insurance and 401(k) with company match |
Description: |
For 70 years, CARR Business Systems has been a leading office system dealer-selling, leasing and servicing a wide spectrum of office equipment, including copiers, faxes, printers, multi functional devicesand software applications. For the past two years, we were voted among Office Dealer magazine's “Elite” dealers; but we're much more than an equipment provider - we partner with clients to develop custom solutions for their office productivity needs and keep them up-to-date in the rapidly evolving world of office technology. We also install and maintain data networks to keep businesses at the top of their game. Our goal is to be THE one-stop source for the newest office equipment technology – technology that is backed by programs, systems and guarantees designed to help business be more efficient and profitable. We were recently acquired by Xerox (4/1/07) and are a wholly owned subsidiary of Xerox.
Primary Purpose of this Job:
 User support and customer service on company supported equipment, computer applications and software. Troubleshoot (via phone/remotely) hardware/software problems and advise on the appropriate action with the goal of not sending a field technician to the customers site.
 Generate, document and reference trouble tickets using Carr software systems including but not limited to Microsoft /OMD/ADS and Soaring.
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Duties: |
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Respond to requests for technical assistance via phone, electronically or at our location.
- Diagnose and resolve technical hardware/software issues
- Research questions using available resources
- Advise user (s) on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Redirect problem to appropriate resources
- Identify and escalate situations requiring urgent attention to appropriate level of support
- Understand when to escalate trouble tickets to higher technical support levels to resolve more complex hardware/software issues. You must be able to adhere to time frames sets to the level support you are designated Too. Example: Level 1-1.5- 20 min window. Level 2- 30 min window. Remote Installs- unlimited
- Track and route problems and requests and document resolutions
- Stay current with products system information, changes and updates
- Non help related activities must be approved by the manager.
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Qualifications: |
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
1. Computer literacy. Microsoft Word and Excel a must.
2. Product and software knowledge
3. Knowledge of relevant tracking applications
4. Knowledge and experience of customer service practices
5. Related experience and training
6. Work requires a two year college degree or equivalent in order to express complex thoughts clearly in writing, perform calculations, keep complex records, and deal effectively with other people.
7. A relatively high level of analytical ability is required in order to find solutions to human, technical or administrative problems.
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