Kofax
Vice President Product Marketing
Kofax, New Boston, Michigan, United States, 48164
POSITION SUMMARY
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.Deliver technical support across our domestic and international company sites. Act as first level responder by identifying technical root cause and resolving issues using best practice methodologies to drive a positive trend in service levels for our customers. Assisting users with day-to-day computer issues, provide call center technical support (computer hardware, software ticket system, system upgrades, and patches).
SUMMARY OF RESPONSIBILITIES
Leadership Responsibilities
Fields incoming support requests from end-users via telephone, email, and walk-ups in a courteous manner; provides on-call support during weekends and off-shift hours.
Identifies and defines scope of technology-related issues and ensures all issues are logged, tracked, managed, and resolved in accordance with company policies and procedures.
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Provides accurate, timely, and creative solutions to moderate end-user computer and networking issues, ensuring end-user productivity.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Uses independent judgment to determine which issues need to be escalated to appropriately experienced technicians, management, vendors, or suppliers; operates as a single point of contact for any escalated issue.
Consults with end-users to ensure each issue is solved to his or her satisfaction prior to resolution.
Performs post-resolution follow-ups to support requests.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Diagnoses the root cause of issues and identifies resolution to those problems, reducing the number and impact of issues over time.
Identifies and learns appropriate software and hardware used and supported by the organization.
Manages configuration, installation, and general troubleshooting of PCs, servers, software, and hardware including networking devices, printers, copiers, fax machines, scanners, and phones.
Responsible for evaluating end-user needs and ensuring distribution of computer equipment throughout the enterprise.
MINIMUM QUALIFICATIONS
Bachelor’s Degree (information systems or computer science) or equivalent experience.
Minimum of zero to five years of professional experience in the IT field.
High level of integrity required due to the sensitive nature of responsibilities.
Strong understanding of the value of excellent customer service and service delivery.
Excellent organizational, analytical, team building, and communication skills.
Ability to work in a fast-paced environment.
Ability to work well with others in a team environment.
Proficient in Microsoft Windows and Office software.
Ability to read and write in English.
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Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.Deliver technical support across our domestic and international company sites. Act as first level responder by identifying technical root cause and resolving issues using best practice methodologies to drive a positive trend in service levels for our customers. Assisting users with day-to-day computer issues, provide call center technical support (computer hardware, software ticket system, system upgrades, and patches).
SUMMARY OF RESPONSIBILITIES
Leadership Responsibilities
Fields incoming support requests from end-users via telephone, email, and walk-ups in a courteous manner; provides on-call support during weekends and off-shift hours.
Identifies and defines scope of technology-related issues and ensures all issues are logged, tracked, managed, and resolved in accordance with company policies and procedures.
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Provides accurate, timely, and creative solutions to moderate end-user computer and networking issues, ensuring end-user productivity.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Uses independent judgment to determine which issues need to be escalated to appropriately experienced technicians, management, vendors, or suppliers; operates as a single point of contact for any escalated issue.
Consults with end-users to ensure each issue is solved to his or her satisfaction prior to resolution.
Performs post-resolution follow-ups to support requests.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Diagnoses the root cause of issues and identifies resolution to those problems, reducing the number and impact of issues over time.
Identifies and learns appropriate software and hardware used and supported by the organization.
Manages configuration, installation, and general troubleshooting of PCs, servers, software, and hardware including networking devices, printers, copiers, fax machines, scanners, and phones.
Responsible for evaluating end-user needs and ensuring distribution of computer equipment throughout the enterprise.
MINIMUM QUALIFICATIONS
Bachelor’s Degree (information systems or computer science) or equivalent experience.
Minimum of zero to five years of professional experience in the IT field.
High level of integrity required due to the sensitive nature of responsibilities.
Strong understanding of the value of excellent customer service and service delivery.
Excellent organizational, analytical, team building, and communication skills.
Ability to work in a fast-paced environment.
Ability to work well with others in a team environment.
Proficient in Microsoft Windows and Office software.
Ability to read and write in English.
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