Under the direction of the technical support supervisor, the Technical Support Specialist will provide technical support to end-users and dealers on the telephone, through online networks and by mail.
Roland DGA Corporation complies with all fair employment regulations.
Roland DGA Corporation is an Equal Opportunity Employer, with a policy ensuring that all employees and potential employees are considered for all positions on the basis of their qualifications and abilities without regard to race, color, sex, religion, pregnancy, ancestry, age, national origin, citizenship status, veteran status, sexual orientation, marital status, physical or mental disability or other legally protected status.
Position type:
Regular, Full-time employee.
Location:
Irvine, CA ( South Orange County - Irvine Spectrum area)
Benefits:
Excellent benefits package, including medical, dental, vision, life and matching 401(k) plan.
Please send your resumes to cmichaels@rolanddga.com. Please include your salary history and current salary requirement
No phone calls please
JOB DUTIES
Provide troubleshooting, technical support and production operation support (hardware and software) to end-users and dealers by telephone/online networks/mail.
Respond by phone and e-mail promptly and professionally, while adhering to the Company’s policies.
Encourage the sales of software, consumable supplies and warranties when applicable.
Follow company call or email workflows and scripts
Prepare reports, documentation, research or other assigned duties during time-off-the-phones
Take ownership of customer issues and cases, and follow through continuously until resolution to the customer’s satisfaction
Record all support calls and emails in the CRM (Customer Relationship Management) database correctly and promptly
Test customer files, profiles and media for all lines of Roland hardware
Test all lines of Roland hardware and software
Other duties as directed by Supervisor and/or Manager
PERFORMANCE MEASUREMENTS
Standard call center metrics, including customer contact volume (phone and email), average talk time, attendance and schedule compliance
Case capture accuracy and volume
Customer satisfaction survey scores, including product knowledge and professionalism
Evaluation of performance on assigned tasks and projects
QUALIFICATIONS
Education/Certification:
AA Degree or higher preferred (BS or BA) or equivalent work experience
Required Knowledge:
Basic understanding of engraving, vinyl cutting, and 3D operation; understanding of color management/workflow; basic understanding of large format inkjet operation and repair; knowledge of industry software including Adobe Illustrator and Photoshop, Corel Draw, and RIP software.
Understanding of local area network setup in a PC- based IP environment. Macintosh OS 10 and above
Experience Required:
2-3 years of technical support; Large format printer support experience preferred
Troubleshooting experience in a high-tech environment.
Skills/Abilities:
Self-motivated and goal-oriented with outstanding communication and interpersonal skills.
Outstanding customer service skills
Fluent in Microsoft Office applications
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking:
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing:
Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions:
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength:
Sedentary work; sitting most of the time.
Exerts up to 20 lbs. of force occasionally. (Almost all office jobs.)
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability:
Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
Able to interpret a variety of technical instructions and can deal with multiple variables.
Mathematics Ability:
Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
Able to perform very simple algebra.
Language Ability:
Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
Ability to conduct training, communicate at panel discussions and to make professional presentations.
