Roland Care Support Representative | Roland

Roland Care Support Representative

JOB DESCRIPTION

 

Position Title:                   Roland Care Support Representative

Position Reports To:     Roland Care Support Manager

Positions Supervised:   N/A

Classification:                 Non-Exempt

 

 

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
     

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PERFORMANCE MEASUREMENTS

 

  • Standard call center metrics, including customer contact volume (phone and email), average talk time, attendance and schedule compliance

  •  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 operations;                                

Understanding of local area network setup in a PC- based IP environment. Macintosh OS 10 and above

Experience Required:

Entry Level position. Large format printer 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.



EOE

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.

Additional Information

About Roland DGA

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Contact Roland

Please send your resumes to HR@RolandDGA.com

No phone calls please.