What are the responsibilities and job description for the ImageCARE Customer Onboarding & Support Assoc position at Gordon Flesch Company?
Offering an opportunity to be part of a high-performance team, enjoy exceptional benefits, and a supportive work-life balance, the Gordon Flesch Company is an employer of choice throughout WI, IL, IN, IA and OH. The Gordon Flesch Company strives to recognize and appreciate our associate’s commitment, creativity, and the results they deliver every day for our customers and the community. Salary for this position is based on level of experience.
In This Role You Will
Gordon Flesch Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
In This Role You Will
- Initiate customer contact via both email and phone to assist with the registration/onboarding process for remote monitoring solution offerings; ensuring that all devices are set up appropriately within the program
- Use Remote Connection Software to assist customers with installation of the Data Collection Agent
- Ensure monitoring systems are operational at all times, retrieving accurate data
- Maintenance and management of alert settings for devices
- Identify and determine scope for any problems encountered within remote monitoring systems; escalating to the Admin Assistant and or internal IS dept as needed. Track progress through to resolution to ensure vendor resolutions are received
- Contact customers and perform remote data backup of current multifunction device (MFD) device settings; providing the gathered information to internal Service teams and Setup Department for pre delivery/install programming of new or replacement MFDs
- Document procedures and train users on features of the systems in place
- Interface with all GFC departments including but not limited to Contracts, Customer Care, Sales, Service, IS Support to ensure timely and efficient operations related to remote monitoring
- High school diploma or equivalent
- 1-2 years work experience in a business or office environment
- Ability to learn or current basic working knowledge of networks and of Windows Desktop operating system
- Experience with or ability to quickly learn remote access technologies (GoToMeeting, Remote Desktop)
- Strong customer service skills and relationship building ability
- Basic troubleshooting skills
- Excellent organizational skills
- Excellent written and oral communication skills including telephone etiquette
Gordon Flesch Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)