Senior Technical Account Support Specialist

Job Description

Come Create at Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in yourself

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

POSITION PROFILE

The role acts as a trusted technical advisor to Ricoh's Premier Application Support Customers, providing premium support services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments related to the Applications they support. The role is Responsible for the daily operational, support and administration of two or more Ricoh installed applications within a customer's location. Functions as the point of contact for end user support as well as the primary administrator for application integrity and maintenance. Manages reporting and achieving application effectiveness and contracted Service Level Agreements. Coordinates support activities according to customer's and Ricoh's IT Statement of Work. Communicates effectively with customer's IT administration and end users in planning and issue resolution. Creates and maintains updated process and operating procedures documentation. Escalates any unresolved issues and assures resolution and follows up for completion. Masters a broad range of solutions and/or enablers and is considered a Subject Manager expert in at least two or more Professional or IT disciplines. In addition, this individual should be well adapted in C-Level communication, advise customers on strategic Technical Roadmaps and discovery of additional expansion opportunities in the account they support. The role also will be adept in analytics and identifying workflows that operationally improve the customers environment.

JOB DUTIES AND RESPONSIBILITIES

• Support of end users including training, system authentication, and access rights per customer policy
• Daily support of installed applications including manufacturer recommended updates and maintenance
• Maintains accurate log for all customer support requests and application administration activities
• Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship
• Develops and maintains reports, pertaining to applications supported, as requested by Ricoh and Statement of Work
• Maintains up to date issue resolution activities via the customer's service request system
• Maintains up to date site procedures guide pertaining to applications supported
• Responsible for adhering to all Ricoh and/or manufacturer recommended training and certification requirements
• Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in in accordance with SLAs
• Evaluates the customer issues and then gives assistance utilizing the appropriate support information and documentation
• Assumes full ownership of support requests, pertaining to applications supported. Escalates and follows up as needed to ensure resolution
• Interacts with escalation support team for problem resolution
• Participates in monthly, quarterly, and annual customer reviews
• Acts as subject matter expert on two or more critical Professional Services including: Output Management, Advanced or Distributed Capture, Server based Fax Technology, Document Management and Workflow
• Maintains Microsoft and Application Certifications as directed by Leadership
• Ability to diagnose, resolve and escalate Application Issues that may arise
• Proactively monitor the health of the solution stack and actively seeks to mitigate Application down time.
• Partners with Customer Technical Teams and Software Vendors to resolve problems to ensure customer satisfaction.
• Keeps daily records of work performed in timesheet repository
• Required knowledge of Networking, Databases, Scripting, Security and Business Process.
• Must be proficient in the discovery, interpretation and communication of meaningful patterns of data and advise on solution workflow or processes to improve solution outcomes (Analytics)
• Utilize sophisticated diagnostic tools, service aids, product schematics and any other available product information in the assessment and resolution of network or solution failures.
• The position requires Pharos Print Software experience, and Ricoh Streamline NX experience.

Job Description Continued

QUALIFICATIONS (Education, Experience, and Certifications)

• College degree (computer science, information systems, engineering) or equivalent experience in a related field required
• Minimum5 years of related work experience including a demonstrated track record of success
• Proficiency in MS Office Suite required
• MCSE or MCITP certification preferred
• Application Specific Certifications for Applications Supported by Role.
• A minimum of 3 year of experience in an Enterprise support environment with a strong understanding of corporate account support needs and the support industry
• Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills
• Contributes to team operational precision by active design of and participation in community initiatives
• ITIL Certification preferred

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Ricoh USA Benefits

Click Here to view Ricoh USA Benefits