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
Epson - 15 months ago