Technical Support Engineer

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 159,000 Fujitsu people support customers in more than 100 countries

Provide high quality first level technical support to external customers, end-users, and Value Added Resellers in order to facilitate timely service and exceptional support of Fujitsu imaging products in an efficient and productive manner.

**Essential Functions / Duties:** * Provide technical and non-technical support to FCPA customers and Value Added Resellers, including instruction on proper usage of scanning equipment and software applications * Must demonstrate the capacity to continually develop technical and administrative expertise to further increase knowledge, productivity, and efficiency * Demonstrate advanced “solutions” oriented qualities and proactive engagement in the effect of day to day tasks and responsibilities that support the goals of FCPA and Service management * Escalate calls requiring Level 2 Technical Support or Service in a timely and accurate manner with minimal delay to our customers * Resolve customer issues over the phone and/or chat and Email using proper troubleshooting techniques, diagnosis, and proprietary applications; agents who are assigned to online chat support duties must maintain a high level of attention and productivity to ensure that abandonment is at 4% or less as measured monthly * Meet or exceed expected levels of customer satisfaction in the areas of “knowledge” and “courtesy”, as measured monthly * Meet or exceed utilization rate of 75%, as measured monthly, to manage day to day activities by consistent demonstration of productivity by handling and resolving customer inquiries in a timely manner, review and study of FCPA knowledgebase, independent lab study, and productive use of “idle” time; agents will be required to comply with departmental guidelines to properly account for durations of assigned break and meal periods * Ensure that cases logged include thorough documentation of all customer details, product information, troubleshooting notes, and diagnostic results in TAC database * Meet or exceed expected levels of logging ACD Interaction ID to call ratio as measured monthly * Meet or exceed expected levels of Symptom Details to call ratio, as measured monthly, accurately logging symptoms on all cases created * Ensure that total number of aged “open” calls within individual work queue does not exceed three business days, and that aged calls are self-managed to prevent unnecessary aging or management intervention * Ensure that proper execution of the knowledgebase is applied to qualify escalations to next level support channel and that the results of those escalations meet or exceed expected levels of “invalid escalation” rate as measured monthly * Ensure that all inbound calls received via ACD are answered in a timely manner, meeting or exceeding expected levels of refused call tolerance * Self-manage the length of call time to ensure effective solutions are provided to our customers in a timely manner with no compromise to the quality of support provided * Demonstrate effective management of “wrap-up” time to provide increased availability to our customers to reduce unnecessary customer hold time * Proactively assist in queue calls when service levels are in jeopardy, while effectively prioritizing task activities * Independently demonstrate initiative to increase knowledge of Fujitsu scanner products, software services, and troubleshooting techniques through effective utilization of available time in between calls by reviewing resolution details for escalated calls and keeping current on reviewing newly published and/or updated Knowledgebase content **Marginal Functions / Duties:** * Maintain 98% E-mail accuracy as measured by customer survey undeliverable notifications. * Attend departmental and companywide meetings. * Participate in special projects to improve department efficiency and productivity as assigned by management. * Register scanners for customers as needed. * Attend product, process and customer service skills training as scheduled. * Know and comply with all company and department policies and procedures.

**Educational/Work Experience:** * A minimum of 2 years experience in technical support or similar field. * Associate Degree or combination of equivalent education and experience. * Previous experience in Cloud based services, tools, and applications is highly preferred. **Skills/Abilities:** * Bi-lingual proficiency in French * Excellent communication skills in both verbal and written form * Knowledge of computer hardware / software * Understanding of electronic principles and theory * Familiar with TWAIN, ISIS and Scanner Syntax