• Serve as first point of contact for clients seeking technical assistance.
• Respond to request for technical assistance in person, via phone, email or text in a professional courteous manner.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Maintain basic product knowledge of operating system in order to support all aspects of Solutions, Imaging and IT.
• Provides remote assistance to technicians/clients emergency service calls when needed
• Log all client (internal and external) interactions.
• Recognizing and escalation issues when additional skillset is needed.
• Inform Team Lead of recurring issues involving client.
• Ensures client satisfaction and practices effective client relation skills
• Follow up with customers and users to complete resolution of issues.
• Provide training to clients on products installed
• Train on third party remote management tools.

• Help close 30% of service calls with a 10% recall rate via remote support.

• Maximize client satisfaction with first call resolution.
• Follow standard call center procedures.
• Analyze client needs, recognize business opportunities and influence sales volume growth
• Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner
• Assist on special projects assigned
• Be self-motivated, flexible and take initiative
• Work as a team player by continually learning and sharing knowledge

As a Customer Care Representative you will be compensated at an hourly rate based on experience, and eligible for a monthly bonus. This position offers Health, Vision, Dental, Life Insurance, Paid Holidays and company paid ESOP retirement benefits.

Offices located in Fort Wayne, Lima, Findlay, Mansfield, Columbus, Toledo, and Dayton Ohio