Specialist II, Technical Account Support

Specialist II, Technical Account Support

The Specialist II, Technical  Account Support 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 Specialist II, Technical Account Support  is responsible for the daily operational, support and administration of one 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.

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 one or more critical Professional Services including: Output Management, Advanced or Distributed Capture, Server based Fax Technology, Document Management and Workflow. This may include on panel solutions such as Streamline NX and Kofax, advanced solutions such as Nintex and Ephesoft, and production print solutions such as Market Direct StoreFront, Ricoh Process Director, and Fiery. Additional solutions may be added as needed.
• 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

Qualifications:

• Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required
• Minimum 3 years of related work experience including a demonstrated track record of success
• ITIL Certification preferred

Skills:

• Excellent writing and verbal communications skills
• Detail oriented
• Good problem-solving skills
• Ability to effectively train customers
• Ability to fully integrate into the customer's environment
• Ability to develop and maintain strong customer relationships
• Working knowledge of a defined set of Ricoh and 3rd party products and associated environments
• Requires proficiency in systems analysis - problem isolation, diagnosis and resolution
• Ability to analyze complex data from multiple sources to identify issues and to resolve issues or propose solutions
• Requires expertise in one or more of the following areas: Workflow, Cost Recovery/Output Management, Networks, Operating Systems, Cloud Based Solutions, Centralized/Distributed Capture and Document Management
• Proficiency in MS Office Suite required
• MCSE or MCITP certification preferred
• Bilingual (English and French) preferred
• Application Specific Certifications for Applications Supported by Role
• Advanced level of Interpersonal, time management and organizational skills

Other Requirements:

• May be required to establish a home office
• May be required to travel within North America for training and related meetings

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.