Provide day-to-day support to both internal and external customers via telephone, email and web contacts for all enterprise applications and services for North America, Europe and other international locations. Log customer interactions and resolve, track and escalate any that cannot be immediately resolved. Provide follow-up with callers and support partners as necessary to promote ticket progress towards resolution. Manage call queues and close tickets in a timely fashion.
Provide support via telephone/email using corporate toolset for logging and tracking customer interactions.
Work towards first call fix rate of 70% for core applications and supported products.
Log all calls, troubleshoot and escalate to support partners as defined by support scripts for any technical difficulty with PC hardware and software issues, Internet, network applications, configurations and peripheral equipment.
Accurately prioritize problems based on severity, urgency and impact to the business.
Track all outstanding incidents until successful resolution
Works with enterprise support groups to resolve problems or issues.
Ensure timely documentation on problem resolutions and share with team members.
Participate in the testing of new hardware and software.
Work with team members to promote excellent customer service.
May be required to provide 24 x 7 on-call support.
Travel to various RR Donnelley or customer locations to provide necessary support or receive training.
Performs other related duties and participates in special projects as assigned.
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor degree in discipline related to functional work or role OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
Able to demonstrate good problem-solving skills and appropriately apply proven solutions. Consistently deliver prescribed outcomes in a timely and accurate manner with appropriate guidance. Apply existing processes and procedures to solve problems and may receive guidance for problems that are non-routine.
Able to apply general functional computer knowledge in utilizing Microsoft Windows, MAC or other technical tools to complete work assignments. May require knowledge of, or ability to quickly learn specialized software related to the position.
Requires good communication skills, both verbal and written. Able to communicate effectively with diverse groups of people when completing work assignments.
RR Donnelley - 18 months ago
RR Donnelley is a global provider of integrated communications. The company works collaboratively with more than 60,000 customers worldwide...