Description:
Hybrid/ Remote with Headquarters in Marlborough, MA
Boston Document Systems (BDS) redefines today’s office with highly innovative and cutting-edge equipment solutions that maximize printing, copying and document production efficiencies for clients nationwide. We have redefined preventive maintenance and how to maximize system uptime incorporating unique hardware/software solutions creating an unbeatable new level of reliability, service, diagnostics, and repair. Our market presence is defined and our strategies uniquely optimal with tremendous momentum.
The Opportunity
BDS is seeking a successful, driven Remote Support Technician for our IT Support/Service Department, reporting directly to the Systems Support and Installation Manager. This position will provide remote triage support to clients experiencing issues with their Printer/MFP Systems. They will also manage and provide high-level support for our DSA system, being an integral part of our truly unique preventative maintenance program. BDS is please to provide opportunity for advancement and customized career development. The candidate must be able to operate in a fast-paced environment with a high level of phone support skill, communication, organization, and detail.
Your Impact at BDS
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Work closely with the Systems Support and Service Managers to provide first-response technical support to BDS clients.
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Deliver excellent, skilled remote support to clients and technicians in the field, providing both initial triage back up support as needed.
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Help to develop and refine our preventative maintenance program, increasing efficiency and effectiveness of our Service team in the field.
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Manage and maintain our DSA systems, working closely with supplies and billing to make sure that DSA connections are live and reporting accurately.
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Schedule customer-facing calls to reestablish connections between the copier systems and our DSA monitoring programs, Kyocera Fleet Services and eci’s FMWebAudit.
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Assist in initiatives to improve the remote service processes here at BDS.
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Ensure that top-level service is brought to each remote call, focusing on customer satisfaction and problem resolution.
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Log and manage a list of active calls, resolving them by order of need and priority.
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Respond to client incoming requests via customized email responses and strategize to meet the individual specialized needs and requests of each client.
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Collaborate with the Dispatch and Customer Account Support teams to schedule and complete remote service calls.
Requirements:
What You will Need to be Successful
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Experience working within a customer support department supporting the technical needs of clients such as office equipment repair, IT, manufacturing equipment, service-based business or related industry preferred but not required.
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Superior communication skills and strong attention to detail
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Excellent listening skills
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Highly efficient phone skills
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Strong decision-making and problem-solving skills
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Strong systems skills including Excel, Microsoft office
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Strong email and writing skills.
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1+ Years working within customer service call center/helpdesk environments.
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Bachelor’s degree preferred but not required.
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Self-driven, and willing to take on projects of own initiative.
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A willingness to learn new skills, and to think outside the box.
What BDS Brings to the Table
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Health insurance, vision, dental and supplemental insurance
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Opportunity for advancement
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Generous PTO Plan
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Company Outings and Events
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Highly Focused on developing the careers of every BDS employee.
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401(k) plan and company match
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Generous compensation
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Full Time
Company Website: Bdsdoc.com
Our company believes that a team with diverse talents and experiences helps us deliver high quality, creative, and innovative services to our clients and fellow employees.
We are committed to recruiting and retaining a workforce where all feel safe and valued, the uniqueness of every individual is respected, all are encouraged to participate and contribute, and all have equal access to opportunities.
Boston Document Systems is an equal opportunity employer.