[Hiring] Software Support Coordinator @Canon

Role Description

To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio. Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support.

• Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type. Ensure incidents are aligned to correct resolver groups.
• Manage and resolve incidents/problems related to software functionality, installation, configuration, and usage.
• Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues. Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists.
• Manage and prioritise assigned incidents by customer entitlement, impact, and urgency to achieve SLAs.
• Responsible for ensuring that relevant stakeholders are communicated to with regular updates during the lifecycle of the incident.
• Maximise remote incident resolution levels, reducing field-based costs.
• Management of customer specific data and documentation to support business processes.
• Proactively develop and enhance the quality of Professional Services provided to Canon’s internal and external customers through the sharing of best practice, development groups, and investing in personal development.

Qualifications

• Bachelor's Degree (e.g. Business, IT or same kind)
• Customer Service background and with BPO experience
• Experience in supporting and assisting customers and colleagues via phone, Skype and email
• High level of accuracy, superior attention to detail and a strong work ethic
• Excellent time management and prioritization skills
• Ability to work independently and flexible
• Experience in software installation, configuration, and troubleshooting.
• Minimum of 1 year experience working in a similar customer facing role
• A good working knowledge of Microsoft Operating systems, Active Directory, Network infrastructures, DNS, DHCP, Firewalls, Azure, Cloud, SaaS, Hyper-V/VMWare, RDP

Benefits

• Flexible working arrangements
• Inclusive and diverse workforce
• Equal opportunity employer