Senior IT Customer Service Representative
Location:
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.
#LI-Remote
Job Segment: Customer Service Representative, Help Desk, Information
Technology, Information Systems, Customer Service, Technology
