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Site Operations/Customer Care: Dallas, TX
36 Applications Submitted for this Position

Job Description

POSITION: 6710 Site Operations/Customer Care: Dallas, TX
LOCATION: Dallas, TX 75201
JOB TYPE: 1 year renewable contract
COMPENSATION: $18 - $21 ph depending on history and experience
HOURS: Regular business hours Mon-Fri
SmartSource has a 1 year renewable contract for a Managed Print Service Customer Care Representative.
Works onsite at a Customer location supporting the customers’ day-to-day output environment needs. Works closely with customer’s end user community and company resources to execute upon service expectations. Position is Customer’s first point of contact for all site operations inquiries or escalations.

Works closely with the SPM, COM, Site Manager and customers within a geographic and/or vertical assignment to support the day to day transactional and support needs of customers.

This role specifically encompasses the following duties:
• Responsible for all first level customer escalations – must be able to respond to and manage through resolution
• Manage all hardware issues internally and externally (incl. Service calls, installations, etc.) and escalate issues as needed.
• Manage Client Services relationship (incl. LOMC, Distribution, Ordering, Acceptance, MADC, Billing, Tagging, Warranty setup, etc.) and escalate issues as needed.
• Interface with Tech Ops to resolve issues.
• Coordinate all new installations within geography
• Provide all necessary documentation and information to COM as needed (incl. Rollup of accounts).
• Perform Level 1 maintenance e.g. paper jam clearing & machine repair in conjunction with Customer Support Center. Perform hot-swap and device setup for printers and MFP’s requiring service.
• Device inventory collection and analysis – identify current assets at each site.
• Remote monitoring of output devices to ensure they have sufficient toner.
• Monitor inventory of printers, scanners, ports and supplies.
• Management of device Installs, Moves, Adds and Changes (IMAC)
• Conduct Train the Trainer and End User Training as necessary
• Manage recycling toner cartridges
• Maintain end-user relationship to assure high level of customer satisfaction.

Skills and experience:
• Experience in interfacing with Customers, and resolving customer problems. Able to work effectively and cooperatively with customers, remote team members and managers.
• Demonstrated understanding of the diversity of individuals they will work with and how they resolve conflict created by individual differences.
• Demonstrated ability to a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions.
• Working knowledge of printer hardware maintenance, network management, and output analysis.
• Demonstrated ability to keep abreast of technology associated with computer output environment.
•**Criminal Background and drug screen required.
Interested and qualified candidates should send an updated resume with salary requirements to Jose: [Click Here to Email Your Resumé]

Job Snapshot

Base Pay $18.00 - $21.00 /Hour
Employment Type Full-Time
Education None
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 11563-1
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Site Operations/Customer Care: Dallas, TX

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