Senior IT Customer Service Representative

Epson Robots
October 09, 2023
Offerd Salary:$68,891
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
Senior IT Customer Service Representative


Los Alamitos, CA, US

Requisition ID: 7344

Company: Epson America, Inc

Epson is a global technology leader whose philosophy of efficient, compact, and precise innovation enriches lives and helps create a better world and is seeking a Senior IT Customer Service Representative to join their IT Customer Services team (Help Desk).

The Senior IT Customer Service Representative is responsible for providing technical assistance and expertise to end users via phone, e-mail, and in person. Performs first level troubleshooting of issues and escalates problems as necessary to ensure that they are resolved in a timely fashion. Oversees and ensures service level agreements are met for incidents and service requests from end users.

This position can be 100% remote.

Principal Accountabilities In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

User Support

  • Provides end-user support via phone, e-mail, chat or in person during business hours and weekdays. User support can be provided on-site or remotely.
  • Provides user provisioning management (e.g., new account set-up, security access creation, account removal at termination, etc.) via the Standard Access database application or by automated provisioning tools. Ensures that access requests are completed within the established time frame.
  • Reports, records, updates, and assigns incidents, problems, and service requests to I.S. personnel using Help Desk Tracking System.
  • Monitors user satisfaction and suggests changes to Senior IS Manager, I.S. Customer Service for better serving the user community.
  • Develops and delivers communications from I.S. department to the end-user community via e-mail or voice mail (e.g., special announcements, scheduled outages).
  • Coordinates the delivery of monthly statistical information for all production systems to management.
  • Performs J-SOX activities including semi-annual user access review and assisting with collecting and validating documentation for internal and external auditors.
  • Responsible for ensuring that all operating environments, scheduled processes, and system activities run as scheduled and function correctly. Performance issues and abnormalities must be logged and escalated for timely resolution.
  • Escalates problems to the appropriate on-call staff, equipment vendor, or other contact and notifies management as appropriate.
  • Completes daily check off lists and logs and communicates relevant information to following shift (Operations team or 3rd party IT support).
  • Maintains documentation of policies, procedures, and processes required to perform job function and suggests improvements.
  • Regular job attendance and punctuality is required due to the reliance of teamwork for shift coverage and relief, the interaction with clients and the need to work with equipment that is located at the employer's place of business.
  • Provides follow-up to assist customers in completing service requests and/or problem resolution.
  • Advises management on user and problem issues and offers proper solutions or alternatives.
  • Build strong relationships with peers, other departments, and managers to best meet company goals and objectives.
  • What you will bring:

  • Experience as an advanced level (5-8 years)
  • Communicate effectively with end users (customers)
  • Strong verbal and written communication skills
  • Ability to be flexible as priorities change within the IT Customer Service Team and critical issues may require technician to shift focus.
  • Experience with Ivanti Heat ticketing system and the Identity & Access Management program.
  • Experience in working with Active Directory (Provide user provisioning management e.g. new account set-up, security access creation, account removal at termination, etc...)
  • The starting annual base pay for this role is between USD $68,891 and $94,732. Please note that this position's salary range may include multiple levels. The actual base is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

    Epson America, Inc. is an Equal Opportunity/ Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability and protected veteran status, as well as any other characteristic protected by federal, state or local laws.


    Job Segment: Customer Service Representative, Help Desk, Information Technology, Information Systems, Customer Service, Technology

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