**ONSITE*** 8-5PM
Job description below:
Position is for DocuCare Rep – this is new contract supporting our client, 1-2 years relevant experience resolving customer and equipment printing issues
Requirements:
EDUCATION: Minimum High School diploma or equivalent - Education verified.
- IT experience
- Understand SLA and ability to create reports and perform analysis
- Technical ability, Team player, customer service skills and ability to train end users.
Roles and Responsibilities:
The DocuCare Rep consults with clients on printer issues they are experiencing and provide the most efficient way to resolve any problems/issues with the device. The DCA will perform the following tasks:
- Respond to any tickets, emails, or received phone calls by clients within 30 min.
- Manage supply and service escalations.
- Monitor XSM & FMP for open/unresolved issues and follow up appropriately.
- Respond to Client Help Desk tickets using the Yes/No Technology
- Ensure SLAs are consistently met monthly.
- Escalate unresolved calls to the HD in a timely manner for 2nd level support.
- Resolve all requests in a timely matter.
- Add/Remove/Update printers to the contract following the MACD (Move, Add, Change, Delete) Process
- Educate clients on a need-to-know basis.
- Remove hard drives as required.
- Track and labeling of assets.
- Provide daily, monthly, and quarterly reporting in Excel and or PowerPoint as stated in Task Order
- Collect meter reads for in Client scope devices.
- Serve as primary point of contact for all equipment, support, and service.
- Order supplies through the Help Desk
- Place service call for Client Devices when needed.
- Notify Client Onsite SDM via email when you arrive at work and when you close for the day.
- Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications
- Break-fix activities account for 70% of role responsibilities.
- Provide IP address support
- Perform basic equipment problem diagnosis
- Point of contact for equipment removal and delivery for onsite support
- Contact service as required (Xerox and 3rd party)-
Standard background check and drug screen is required.
Education verification is needed if secondary education is required.
Additional background check clearance will be required by the client.
