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Form of workJob Description
Summary:
- Application Administration and Support.
- This person will review the ticket system (ServiceNow-SNOW) queues and resolve application issues to support end-user customer service expectations.
- They will also perform data entry in support of automated application integrations.
- They will also perform other application administration tasks as needed.
- Strong problem-solving skills are required. Ability to read XML code and understanding of XML Mapping are required.
- Knowledge of the printing industry would be helpful but not required.
- Experience with ERP systems is required.
- There is not a lot of walking, standing or lifting.
- Ideal candidates would be someone with technical or application-oriented training or background; possible experience as a Help Desk or customer service representative.
- Must have data entry, computer knowledge and first line of defense for help desk. Someone who has done some help desk and has tech skills would be perfect.
- Dress code is business causal.
- MIF Retention.
- Wallet Share (Volume Building and Lead generation) Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high-volume units as part of standard installation fees and maintenance contracts.
- May deliver a variety of customized training depending upon customer's needs, e.g., customized training plan, feature application training, etc. for an additional fee or as contracted with client.
- Follows-up with customers on feedback received from provided training to ensure complete customer satisfaction.
- Follows-up with customers who are printing at less than 30% of Total Document Volume, to assist them in optimizing use of company products and applications.
- Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation, interpersonal and communication skills.
- Trains customers on devices and designated Solutions as specified in Policy, associated Playbook and other documented guidelines.
- Visits current customers with low volume to increase total document volume.
- Registers customers for company website and informs them about process for requesting service and supplies.
- Identifies potential sales leads for Sales and Network Service departments.
- Works with Service management to ensure proper request procedures are followed.
- Accounts for all time and activity by recording information in the Activity Tracking system.
- Presents a professional image in business dress and behavior.
- Performs other duties as assigned.
- Demonstrates expertise and provides specialist services.
- Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.
- Proactively seeks volume building opportunities that result in increased utilization of equipment, supplies and services.
- Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained.
- Manages Territory.
- Responsible for managing own time and schedule.
- Schedules training-based account priority and territory to limit travel and improve efficiency.
- Identifies and targets customers that have under-utilized equipment/ systems.
- Works closely with sales partners to maximize equipment leads, upgrade opportunities, supply sales and sales of services.
- Develops and executes monthly plan that meets or exceeds minimum on-site customer trainings and TDV visits.
- Maintains and manages all activities that result in meeting or exceeding minimum volume growth expectations.
- Completes all required administrative tasks in an accurate and timely manner.
- Travel to other areas within region to help with large installs as needed and approved by Area Director Customer Service.
- Proactively seeks ways to improve equipment/systems performance that results in greater customer satisfaction with.
- Acts as a communication link on unresolved technical problems/issues.
- Maintains productive, professional relationship with all customers & all personnel.
- 2-year college degree or equivalent experience in a related field.
- CompTIA CTT+ Certification within 12 months of hire.
- Requires basic computer competencies.
- Requires a valid state driver's license and minimum level of auto insurance coverage per policy for positions entailing extensive use of personal car while on company business.
- Possesses strong written and verbal communication skills.
- Possesses self-motivation, strong organizational skills, and strong interpersonal skills.
- Possesses ability to perform job duties and prioritize work without direct supervision.
- Requires time and territory management skills.
- Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks.
- Possesses methodical approach to identifying problems and developing solutions.
- Requires proficient use of Microsoft Office computer programs.
- Possesses excellent customer service skills including ability to present new concepts and follow-up to ensure approved concepts are implemented and maintained.
