Efficiently receive and respond to inbound customer calls and inquiries
Resolve various routine and complex technical inkjet printer issues in a "first call resolution strategy"
Escalate appropriate cases and follow up on issues to ensure timely resolution and customer satisfaction
Provide positive and professional technical support to Canon customers via phone, email, and chat
Analyze complex issues to answer questions, troubleshoot, and advise on solutions
Promptly identify, research, and resolve customer inquiries using all available software and network tools
Interact with customers and team members simultaneously to expedite call resolution
Make prompt, accurate business decisions that mutually benefit the business and the customer
Document interactions and resolutions in our easy-to-use applications
Assist customers using our Total Care approach in making a purchase decision and completing their order on the Canon website

High school diploma or equivalent
Previous customer service or call center experience
Demonstrated knowledge of PC operating systems such as Windows and/or MAC
Intermediate to advanced level skills with internet navigation, instant messenger tools, and email
Keyboarding and MS Office proficiency
Ability to work independently and manage time effectively
Strong communicator with active listening skills and proficiency in English
Ability to talk, type, and solve issues simultaneously in a fast-paced virtual environment
Ability to multitask, prioritize, and navigate multiple computer programs and screens at one time
Dependable, punctual, and consistent attendance is a must for this position
A reliable high-speed internet connection and a workspace free from noise and distractions

Technical Printer Support Representative I – Inkjet

Key skills