• Apply knowledge of CAD, Architectural Drafting, and the application of SDS2 Steel Detailing Software known as SDS2 to investigate and resolve computer software and/or structural steel related industry problems and if possible the hardware or operating system problems of users as they interact with SDS2’s products.
• Assist users in following applicable operating procedures, identifying the source of error(s) while providing diagnostic analysis to the user’s software application. 
• Work with and coach customers by guiding, teaching and answering questions pertaining to the customer’s knowledge of computer software, hardware, and diagnostic procedures.
• Determine whether a problem or error was caused by the user’s procedure, software or hardware, such as a modem, internal network, processor, printer, cables, or connectivity.
• Communicate and work with co-workers to find solutions.
• Log and document all calls, software errors (bugs), obtain documentation and/or drawings to illustrate software problems from users.
• Prepare communication and documentation for software development programmers, quality assurance, sales and trainers to assist in the resolution of user complaints while maintaining an electronic record of all customer contacts or communications, via fax, voice mail, electronic mail or any other means.
• Receive telephone, digital inquiries, or messages from users who are having problems installing and /or using SDS2 Software or any of SDS2’s products or any of its companion products as a PRIORITY over other assigned duties unless specifically instructed to do otherwise by manager or executive management.
• Attend trade, exhibition, and career fairs in an effort to promote all aspects of SDS2 products and employment opportunities.
• Assist in the development of tutorial or new product materials, visual displays, and training curriculum.

Skills: CAD Proficiency, Diagnostic Analysis, Customer Coaching, Problem Identification, Collaborative Problem Solving, Issue Documentation, Communication Coordination, Tutorial Development

• Instrumental in supporting and implementing software products and services for clients
• Includes tasks related to project management, technical support, and product configuration
• Respond to support requests in a timely manner
• Become an expert in the Primary Intelligence proprietary software
• Configure software per customer needs
• Interface with internal and external customers to complete projects
• Maintain a high level of knowledge of product configuration options and capabilities in a changing environment
• Provides support to clients via phone conversations and email messages regarding information, diagnostics, and parts ordering
• Trouble-shoots, diagnoses, and resolves mechanical and electrical problems
• Identifies parts that are needed and initiates parts orders accurately and quickly
• Coordinates with Field Service Technicians to elevate issues as necessary and to schedule on-site service and support

Skills: Project Management, Technical Support, Software Configuration, Customer Interface, Product Knowledge, Client Communication, Troubleshooting, Parts Coordination

• Maintain customer contact records and develop a working knowledge of SDS2’s business practices and company goals.
• Maintain a working knowledge of SDS2’s software versions and hardware upgrades as technology advances.
• Attend training as directed to meet customer support, career development, and company goals.
• Demonstrate a respectful attitude, and be professional and empathetic in resolving and diffusing difficulties with customers.
• Provides education and technical information about products
• Answers the "on-call" phone on nights and weekends 
• Maintains internal documentation to track customer relationships and ongoing equipment issues
• Timeously assess and repair jobs
• Ensure set KPIs are reached and maintained
• Ensure effective customer communication
• Effective follow up and Job checking

Skills: Customer Record Management, Technical Proficiency, Professional Development, Conflict Resolution, Product Education, On-Call Support, Documentation Maintenance, Performance Metrics Management

• Ensure that end users are receiving the appropriate assistance for issues relating to the customer’s Corporate IT estate, Print and Meeting Room Facilities
• Manage all procedures related to identification, prioritization and resolution of Incidents, Problems, and Service Requests
• Enforce request handling and escalation policies and procedures
• Track and analyse trends in support requests and generate statistical and SLA reports
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users
• Assist with monitoring incident trends and anticipate potential problems for proactive resolution
• Work with the client and Ricoh resources to manage the Desktop Lifecycle process
• Deliver support for the IT on-site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems
• Report any incompatibility of products to management
• Execute company standards of excellence in all work completed.

Skills: End-User Support, Incident Management, Policy Enforcement, Data Analysis, Hands-On IT Support, Proactive Problem Solving, Lifecycle Management, Infrastructure Support

• Liaising directly with customers, performing operational tasks focused on incident & problem management.
• Performing and completing migration activities (Labeling, Installation, Documentation & Testing).
• Keeping customers informed and up-to-date, regularly communicating updates on customer queries & questions.
• Offer guidance & support for more junior colleagues.
• Provide technical maintenance & rework services of tooling at the local office or at the customer's site
• Make local deliveries of goods
• Identify additional sales opportunities through technical visits and work with local Sales Representative to increase sales in the territory
• Assist in the handling and packaging of goods daily to assist with the sales efforts of the Service Center
• Build good relationships with staff and customers, display a courteous and helpful attitude at all times.

Skills: Customer Liaison, Incident Management, Migration Coordination, Technical Communication, Junior Staff Mentorship, Technical Maintenance, Sales Opportunity Identification, Relationship Building

• Experience or training in a technical environment.
• Task-focused and capable of accepting interruptions, prioritizing changes, and completing tasks in a timely and detail-oriented manner.
• Strong working knowledge of common technical issues to offer support 
• Demonstrate professionalism and optimism via verbal communications with peers and end-users.
• Excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills.
• Computer hardware/software support with Windows XP and higher, Microsoft operating systems.
• Computer hardware/software support with Mac desktop and mobile operating systems.
• Familiarity with the function and operation of popular antivirus software suites including scanning & parental controls.
• Microsoft Excel basic skills in cell formatting, simple equations, protecting cells and worksheets from accidental changes, efficient data entry for repetitive action.
• Working knowledge of various telecommunications equipment and terminology including ONT, residential gateways, personal routers and switches, wireless access points, fixed wireless technology, common video streaming devices, and other common customer premise equipment.

Qualifications: BA in Business Administration with 2 Years of Experience

• Attentive interpersonal skills and a friendly, courteous, service-oriented communication style 
• Ability to maintain calm, helpful demeanor while multitasking and working under the pressure of customer issues
• Self-motivated, driven, and proactive in seeking to meet customer and company needs
• Excellent soft skills, including the ability to collaborate and work well with others
• Strong sense of ownership and pride in assignments
• Ability to clearly articulate issues in non-technical terms so as to quickly find solutions and confirm understanding
• Proficiency in networking, hardware and related technology concepts, web services, and application hosting
• Excellent verbal and written communication skills
• Able to perform on-call responsibilities
• Experienced in Customer Support and have gained experience working for a Data Centre or Telecommunications company.

Qualifications: BS in Information Technology with 5 Years of Experience

• Excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals.
• Thrive in an environment where you are trusted to work smart and work hard without micromanagement.
• Have excellent IT Skills, as well as a familiarity with general Customer Service handling & CRM systems.
• Have an outgoing and welcoming personality, able to adapt to differing customer groups at ease, taking pride in providing a first-class customer experience at all times
• Have a good technical understanding and a logical approach to resolving diagnostic issues.
• Have experience in providing technical customer support for Voice and Data technologies.
• Strong Microsoft Outlook skills.
• Self-motivated with a can-do attitude.
• Able to adapt to a new procedure with minimal interruption.
• Must be able to multi task in a face paced environment, set priorities within time constraints and complete assigned tasks on time.
• Must be able to learn and retain knowledge quickly.

Qualifications: BA in Communication Studies with 3 Years of Experience

• Auto-recycling industry/salvage yard knowledge
• Some PC and networking troubleshooting skills
• Ability to multi-task
• Some experience with hardware and software issues on most Microsoft Operating Systems, XP, Vista, etc.
• Some experience with MS Office, including Outlook Express and Outlook
• Self motivated, detail-oriented, and organized
• Must be proactive and have excellent follow up skills with the ability to prioritize and possess the ability to work autonomously
• Strong verbal and written communication and interpersonal skills
• Patience required with customers not familiar with PCs
• Experience with Microsoft System Center Remote Control
• Ability to learn new software quickly

Qualifications: BS in Computer Science with 4 Years of Experience

• Ability to follow instructions and work well with customers 
• Knowledge of commonly-used Tech Support concepts, practices, and procedures
• PC hardware and software troubleshooting experience
• Printer support experience
• Laptop, desktop and printer break-fix experience
• Understand basic network connectivity (Layer-2)
• Have the ability to work flexible hours
• Experience with VoIP phones
• Knowledge of Smart Boards / Projectors
• Knowledge of Apple / Android / Blackberry mobile devices
• Experience with Microsoft System Center Service Manager
• Problem solving and troubleshooting skills

Qualifications: BA in Customer Service Management with 1 Year of Experience