Canon Business Process Services, Inc. 5 reviews - Rockville, MD

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Canon Business Process Services Litigation Support Division has an opening for a Customer Support Lead. This position is a hands-on position offering constant job satisfaction and an unlimited variety of responsibilities to create a challenging position.


Responsibilities include but will not be limited to:

Supports and maintains teamwork between departments in order to provide seamless service to clients, which includes, enhancing events, service level achievements and quality follow up.
Responsible for software assurance testing, the ability to troubleshoot technical issues not limited to our proprietary applications dataDeliver and CaseData.
Because our clients are involved in intense litigations with heavy review cycles the role requires the ability to support an on-call rotation.
The role will also be critical to the implementation of support issue tracking and building of a knowledge repository for ongoing use.
Reporting criteria development regarding application use, support activity. A key supporting role for the sales team in demonstrations and ongoing internal training events.



The incumbent in this position should possess a Bachelor’s Degree in Business or other related field with a minimum of 3+ years experience in technical call center customer support and a minimum of 3+ years experience managing call center customer support staff. The Customer Support Lead must show strong organizational skills, express a strong desire to work with people including the ability to motivate and manage staff, interact with legal professionals, attention to detail, solid knowledge of Microsoft Office products, impressive communication skills and pervious customer service experience. The successful candidate will also have project management experience, knowledge of litigation software application, an understanding of database functionality and experience with ASP Service Support.

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5 reviews