Overview
Job Purpose and Summary
Canon UK is looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development. Do you have the skills and aptitude we’re looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on…
Remotely resolve customer incidents relating to Canon hardware and application software, specifically:
– Use effective fault finding, technical skills, systems and tooling to efficiently carry out support via remote desktop, phone and email
– Maximise the remote resolution on hardware and application software incidents, ensuring that SLAs & remote connection targets are achieved
– Add and maintain knowledge articles in Canon knowledge base
– Ensure a high level of customer support
What we give
– UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
– Employee discount – Up to 38% off products from our Canon store.-
– Some other Benefits – Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days
What we ask
– Manage incidents and effectively communicate with customers and internal key stake holders ensuring data is accurate and maintained
– Ensure the efficient and prompt handling of all incidents in order to minimize the impact upon service quality, resolution costs and to achieve SLAs
– Manage and prioritise assigned incidents by customer entitlement
– Add and maintain knowledge articles in our knowledge base including proactively ensuring two-way feedback is gained from Field Service to improve remote resolution.
– Develop and maintain appropriate level of technical skills
– Identify and promote opportunities for improvements to processes, tooling, work practices and our customer’s service experience
– Proactively seek to maintain hardware and software service stability, for example, by proactively updating firmware and software to latest levels
– Respond to customer alerts generated by our monitoring software
– Investigate & resolve underlying issues that result in device drop-offs or toner stock level mismatches
– Provide guidance & liaise with Customer IT teams to resolve technical IT-related connectivity issues
You will need
We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We’re looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.
Further Information
Have we piqued your interest? We look forward to meeting you soon!
