Job Description
Do you have outstanding customer service skills, the ability to quickly analyze problems and provide accurate solutions, have strong technical aptitude and the desire to continually grow and improve your skills? Can you work in a fast paced, team oriented environment, providing customer care that is second to none? Then Roland DGA wants to talk to you!
Roland DGA, is a world-wide leader in the sign, graphic arts, vehicle graphics and engraving and 3D modeling industries. We are looking for a customer focused specialist to provide technical support based in Irvine, CA to our end-users and dealers through phone and online networks. The ideal candidate will have an AA Degree or higher or equivalent work experience. While this is an entry-level position, some knowledge of large format printer support experience is preferred and some troubleshooting/customer care experience in a high-tech environment. Knowledge of Microsoft Windows operating system and installation of USB/Ethernet Devices is preferred. We are a 9 time winner of the Top Work Place Award in Orange County, offer a creative, team-oriented environment and a competitive compensation package including continuing education and 401k match.
POSITION PURPOSE
Under the direction of the Roland Care Support Manager, the Roland Care Support Representative will provide technical support to end-users and dealers on the telephone, through online networks and by mail. This is an Irvine-based position.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
• Provide troubleshooting, technical support and production operation support (hardware and software) to partners, 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 the Technical Support Department published Standard operating procedures • 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 (Salesforce) database correctly and promptly • Test customer files, profiles and media for all lines of Roland hardware • Test and repair if necessary all lines of Roland hardware and software • Other duties as directed by Supervisor and/or Manager • Supports a positive work atmosphere by acting and communicating in a manner that promotes positive work relationships with customers, clients, co-workers and management • Able to process all the paperwork and billing information in the Service Order Management system
PERFORMANCE MEASUREMENTS
• Standard call center metrics, including customer contact volume (phone and email), average talk time, attendance and schedule compliance • Quality of customer service in all interactions with customers, internal and external • Quality of repairs: including complete internal and customer documentation • Effective training and documentation development for internal and external customers • Quality of recorded customer interactions including phone calls and emails in the Salesforce system
QUALIFICATIONS
EDUCATION/CERTIFICATION: AA Degree or higher preferred (BS or BA) or equivalent work experience
REQUIRED KNOWLEDGE: Good electronic and electro-mechanical troubleshooting methodology; Understanding of color management/workflow; Basic understanding of large format inkjet operation and repair; Knowledge of industry software including Adobe Illustrator, Photoshop, Corel Draw & RIP Software; Basic understanding of engraving, vinyl cutting and 3D operation; understanding of local area network setup in a PC-based IP environment, Macintosh OS 10 and above.
EXPERIENCE REQUIRED: Entry level position. Large format printing, engraver and 3D support experience preferred. Troubleshooting experience in a high-tech environment. Knowledge of Microsoft Windows operating system and installation of USB/Ethernet devices is preferred. Knowledge of Apple Macintosh operating systems is a plus.
SKILLS/ABILITIES: Self-motivated and goal-oriented with outstanding communication and interpersonal skills. Outstanding customer service skills via phone, and written. Fluent in Microsoft Office applications. Fluency in Spanish is a plus.
Company Description
About Roland DGA Roland DGA Corporation is the U.S.-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Founded in 1981 and listed on the Tokyo Stock Exchange, Roland DG is the world's number one provider of wide-format inkjet printers for the durable graphics market. We are Roland DGA, a 9-time winner of the Top Workplace in Orange County award and we need more stellar people like you to join our team!