The Northwest Group
  • Boise Office Equipment
  • Boise, ID, USA
  • $18.50-10 $20.50 DOE
  • Hourly
  • Full Time

Medical, dental, Vision, 401(k) w/ matching program, RX, Flexible Spending, Life, AD&D, LTD, 401(k) with company match, credit union, paid holidays.

BOE is a locally recognized, wholly owned subsidiary of Xerox. We are currently looking to add a Customer Care Center Technical Representative to our team based in Boise, ID.

The Helpdesk and Solutions Analyst is a full-time position that is responsible for installing office equipment and providing immediate support and service via phone to customers experiencing equipment issues or having network questions related to office technology equipment. The analyst is also responsible for providing support to sales staff and customers for all hardware and software solutions within our product portfolio.

We provide an excellent opportunity to launch your career. We offer solid coaching, and individual mentoring designed to provide the very best opportunity to succeed.  Our outstanding compensation package includes a competitive wage, medical, dental and vision coverage, 401(k) plan including a matching program, paid vacation and sic time.

 Major Responsibilities include:

  • Utilize superior customer service skills.
  • Install/Implement out of the box and customized software solutions at client sites.
  • Perform technical activities such as networking office technology equipment, setting up scanning on customer networks, hardware installation, database installation and network/database troubleshooting
  • Ability to provide effective training to customers on new office equipment at time of installation
  • Consistently communicates progress, obstacles and growth opportunities to the sales and management team.
  • Provide first-level contact and problem resolution for customers with hardware, software and applications problems.
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling the support cases.
  • Perform to the level of all expected benchmarks (response times, issue resolutions, etc.)
  • Provide accurate and timely logging of problems and resolution for problems in the E-Automate database.
  • Act as a liaison between customers and external support staff to assure accurate problem interpretation.
  • Maintain communications with customers during the problem resolution process.
  • Act as a liaison between customers needing service and field technicians.
  • Use company database, reports, proprietary software, and vendor websites to assist customers on the phone.
  • Works with manufacturer, as required, to provide technical assistance to end users.

 Basic Requirements:

  • Experience with printers/MFPs.
  • Strong customer service and phone skills.
  • Ability to handle stress while maintaining a positive attitude toward customers, team members and vendors.
  • Act as a team player across multiple teams.
  • Expresses ideas clearly, concisely, directly and in understandable terms.
  • Displays high level of energy, persistence and positive outlook.
  • Excellent communication skills, including listening and questioning.
  • Ability to present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Exceptional critical thinking skills to assist in problem solving.
  • Previous demonstration of reliability, being on time, ready to work, and dedication are a must.
  • Experience using Windows 8, 10 and Windows Server 2008, 2012, and 2016, and Microsoft Word and Microsoft Excel.
  • Experience accessing Knowledgebase information from Manufacturer & Vendor databases and websites.
  • Strong organizational skills and attention to detail

 Desired Qualifications:

  • Network + Certification
  • Experience in a call center environment
  • An AA degree or certification in computer networking
  • Proficient in common software applications (Microsoft Office Professional including Visio, Project 2013/16, Sharepoint)
  • IT Enterprise level experience with Windows Server Operating Systems
  • Experience in SQL
  • Active Directory
  • Experience with scripting languages (VB script, Java script, PowerShell, Python)
  • Experience with Microsoft Exchange and/or Office 365

  Boise Office Equipment is an EOE.

The Northwest Group
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