Technical Support Engineer - FCPA- Sunnyvale, CA-FCP00759
Technical Support Engineer We are looking for a Technical Support Engineer for our Sunnyvale, CA office.
Fujitsu Computer Products of America, Inc. has been providing imaging solutions since 1989. As an overseas subsidiary of Fujitsu Ltd., Fujitsu Computer Products of America, Inc. benefits from the Fujitsu Ltd. annual investment in research and development by translating Fujitsu innovative technologies into products and solutions for the U.S. marketplace. The company of over 150 employees is responsible for distribution sales and marketing, finance and administration, and engineering and technical support for the Fujitsu document imaging scanner business in the United States. Fujitsu Computer Products of America Inc.’s vast experience in its product areas, strong relationships with U.S. resellers and software partners, advanced research and development into the industry’s latest technologies, and keen awareness of customer needs have all contributed to its continued success.
Provide high quality first level technical support to external customers, end-users, and Value Added Resellers with timely response and resolution to ensure total satisfaction of Fujitsu imaging products and software.
Primary Functions and Duties:
Provide exceptional technical support to FCPA customers and Value Added Resellers, including instruction on proper usage of scanning equipment and software applications, along with applicable follow-up with previously assisted customers
Resolve customer issues over the phone and / or chat and Email using proper troubleshooting techniques, diagnosis, and proprietary applications
Demonstrate good judgement to ensure timely escalation of support requests when reasonable troubleshooting efforts have been exhausted at the first level
Meet or exceed expected levels of customer satisfaction in the areas of “knowledge” and “courtesy”, as measured monthly
Achieve department utilization rate, as measured monthly, by effectively managing activities to be productive in between customer contacts
Demonstrate cognizance of individual phone behaviors to ensure availability for accepting inbound delivered calls in a timely manner, effective management of refused call mitigation, and post-call administrative time
Meet or exceed expected levels of cases logged against inbound calls received along with capturing of symptoms and resolutions with accurate technical details as measured monthly
Manage individual work queue work queue to mitigate prolonged aging, along with appropriate actions to ensure the customers issue is resolved to their satisfaction
Effectively apply knowledgebase content to qualify escalations for next level support assistance and that the results of those escalations meet or exceed expected levels of “invalid escalation” rate as measured monthly
Communicate in a productive, professional, and technical manner with all support calls to provide effective and timely solutions to our customers with no compromise to quality of support
Collaborate with our customers to identify opportunities to create value through product refresh, software solutions, while highlighting our service and trade-in programs to generate sales leads
Proactively assist in queue calls when staffing levels are in jeopardy, while effectively prioritizing task activities
Marginal Functions / Duties:
Secure consent on customer interactions to log end user E-mail addresses to provide optional, post-technical support surveys for measurable feedback
Attend departmental and companywide meetings
Participate in special projects to improve department efficiency and productivity as assigned by management
Assist in product registration for customers as needed
Actively participate in developmental opportunities to progressively improve product, procedural, and customer engagement techniques as scheduled
Complete all training courses before defined company deadlines
Know and comply with all company and department policies and procedures
Technical Support Engineer
We are looking for a Technical Support Engineer for our Sunnyvale, CA office.
Ideal Candidate Attributes:
Educational, Experience, and Desired Skills:
A minimum of 2 years experience in technical support or direct customer interaction
Associate Degree or combination of equivalent education and experience
Bi-lingual proficiency in Spanish or French a plus
Excellent communication skills in both verbal and written form
Fundamental knowledge of current computer hardware and software products
Understanding of electronic principles and theory
Familiarity with TWAIN, ISIS and scanner syntax a plus
Previous experience in Cloud based services, tools, and applications is preferred
Proven mechanical and / or electro-mechanical aptitude is preferred
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