Join to apply for the CUK Resolution Agent (Hybrid Role) role at Canon EMEA
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Join to apply for the CUK Resolution Agent (Hybrid Role) role at Canon EMEA
Canon UK is looking for talented people to join us at an exciting time for our business, as we enter 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
With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.
At Canon we have a clear vision to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.
Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.
* 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 (Travel) 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
* BTEC level 3 or above in IT or related discipline / or IT related work experience
* Experience of working in a customer facing capacity
* ‘Techy’ hobbies / interests – that demonstrate a keen interest in IT
* Confident communicator over phone and email Further Information
Salary - £23,842 - £25,167
Location - Birmingham Buisness Park
No Agencies Please
Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Computers and Electronics Manufacturing, IT Services and IT Consulting, and Printing Services
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