Customer Support Specialist
Epson - Long Beach, CA

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Epson has a long history of global innovation. Founded in 1975, Epson America, Inc. is the U.S. affiliate of Japan-based Seiko Epson Corporation. We offer an extensive array of award-winning image capture and output products for the consumer, business, photography, and graphic arts markets. We are also a leading supplier of value-added point-of-sale printers and transaction terminals for the retail market, as well as factory automation robots.

Responsible for providing technical telephone support on assigned product lines regarding product use, serviceability, installation, and configuration resulting in a positive customer experience.

  • Represents Epson through professional verbal and written communications
  • Responds promptly to inquiries and escalations (phone, letter and e-mail) received from customers
  • Duplicates technical issues as part of investigation and resolution of customer inquiries
  • Escalates unresolved issues to management as appropriate
  • Ensures accurate documentation of issues and resolutions into customer call logs
  • Ensures confidentiality and security of end user personal data
  • Reports on major trends and issues that are seen and noticed during escalations
  • Develops issue resolutions and provides feedback for call center through FAQ’s

  • Completion of an Associate's Degree or Equivalent at a community college, technical or commercial school or equivalent experience (minimum of a 2-year program)
  • Minimum 2 years of experience as a Technical Customer Support Specialist; Ability to work under pressure in a call center environment
  • Excellent customer service skills, as well as proficient communication skills, both written and verbal
  • Knowledge and ability to analyze technical issues are essential as well as familiarity with the latest PC/Mac technology and operating systems, networking environments and including latest software applications

    Epson America, Inc. is an Equal Opportunity Employer

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