IT Field Support Technician-ERP/Business Applications Support

1 giorno fa

parma, emilia romagna, Italia Macpower Digital Assets Edge Private Limited Tempo pieno

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Summary:

Application Administration and Support.
This person will review the ticket system (ServiceNow-SNOW) queues and resolve application issues to support end-user customer service expectations.
They will also perform data entry in support of automated application integrations.
They will also perform other application administration tasks as needed.
Strong problem-solving skills are required. Ability to read XML code and understanding of XML Mapping are required.
Knowledge of the printing industry would be helpful but not required.
Experience with ERP systems is required.
There is not a lot of walking, standing or lifting.
Ideal candidates would be someone with technical or application-oriented training or background; possible experience as a Help Desk or customer service representative.
Must have data entry, computer knowledge and first line of defense for help desk. Someone who has done some help desk and has tech skills would be perfect.
Dress code is business causal.

Roles & Responsibilities:

MIF Retention.
Wallet Share (Volume Building and Lead generation) Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high-volume units as part of standard installation fees and maintenance contracts.
May deliver a variety of customized training depending upon customer's needs, e.g., customized training plan, feature application training, etc. for an additional fee or as contracted with client.
Follows-up with customers on feedback received from provided training to ensure complete customer satisfaction.
Follows-up with customers who are printing at less than 30% of Total Document Volume, to assist them in optimizing use of company products and applications.
Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation, interpersonal and communication skills.
Trains customers on devices and designated Solutions as specified in Policy, associated Playbook and other documented guidelines.
Visits current customers with low volume to increase total document volume.
Registers customers for company website and informs them about process for requesting service and supplies.
Identifies potential sales leads for Sales and Network Service departments.
Works with Service management to ensure proper request procedures are followed.
Accounts for all time and activity by recording information in the Activity Tracking system.
Presents a professional image in business dress and behavior.
Performs other duties as assigned.
Demonstrates expertise and provides specialist services.
Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods.
Proactively seeks volume building opportunities that result in increased utilization of equipment, supplies and services.
Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained.
Manages Territory.
Responsible for managing own time and schedule.
Schedules training-based

IT Field Support Technician-ERP/Business Applications Support

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