Canon USA & Affiliates Technical Support Specialist in Melville, New York
The fundamental purpose behind our technology is to help our customers to run their businesses better – with less cost, with more security and with better productivity.
We are a fast moving and agile technology company with a team of over 120 people in our four sales and support offices in Europe, USA, Singapore and Japan.
We are inventing new and better ways to help companies get maximum value from their printer and scanner fleet by helping them manage their printing costs, improve their office worker productivity through document process automation and increase their document security. We help print rooms to improve their efficiency by creating better print production workflow management technology.
As a Technical Support Specialist (Specialist, Prod Support) working in our Melville office (Occasional work from home on request) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical trainings to your colleagues internally as well as external and on-site/installation support complete the range of tasks.
Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Respond to user-reported issues in adherence to established Service Level Agreements
Document actions to effectively communicate information internally and to customers
Link between NT-ware 3rd level support team and NT-ware development
Provide internal and external advanced technical trainings
Passion for customer service and teamwork
Key Relationships Internal
NT-ware 3rd Level Support (globally, English)
NT-ware Development (Germany, English)
NT-ware Project Team (globally but mainly USA)
Canon USA ESSD
Key Relationships External
Canon Worldwide (mainly Americas)
Canon Business Partners, Canon Solutions America
Indirect Sales Reseller Partners
Satisfaction with trainings delivered
Escalation quality to NT-ware Development
Ticket resolution rate
Excellent understanding of technical problems and their interrelation
Excellent troubleshooting skills and analytic thinking
Excellent knowledge of Microsoft operating systems (workstations and servers)
Good knowledge of network problem analysis
Extensive networking and OS related knowledge
SQL (language, DB servers)
Attention to details, fast learner and excellent verbal and written communication skills
Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
Be able to translate technical information in a simplified, easy to understand manner
MAC: printing, administration, configuration, troubleshooting
Proven capability to lead teams both internally and externally to deliver complex and technical projects
Successful design of complex software/hardware technology solutions in the printing environment
Extensive knowledge of Canon’s uniFLOW software product technologies
Drive & manage change
Exceptional customer service orientation
Self-managed and team oriented
Deadline and detail oriented
Flexibility for after-hours/weekend/on-call support
NT-ware USA, Inc. - Join an exciting opportunity with one of the world's most successful global brands. NT-ware, headquartered in Bad Iburg, Germany, provides a full range of soft- and hardware solutions, based on the latest technologies, to manage and control all printing and copying processes. Our organization not only delivers printer management functionalities like printer accounting, copy accounting, and secure printing, but also production printing features like print room management, job ticketing, web submission and production management. It is our goal to help our customers increase their productivity, reduce costs, and optimize their workflow. For our main product, uniFLOW Output Manager NT-ware has entered in a strategic partnership with Canon Inc. This position, based in Melville, NY is in support of the US client base.
† Based on weekly patent counts issued by United States Patent and Trademark Office.
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Company NT-Ware USA, Inc.
Requisition ID 22454
Category Information Technology
Position Type Full-Time