Customer Care Specialist
4 weeks ago
**About SmartPrint**:
SmartPrint is a Managed Print Services firm based in Canada working with mid-market to enterprise clients to enable them to outsource the management of their office printing and imaging devices to drive down cost and maximize Administrative and IT efficiencies. SmartPrint uses state of the art remote monitoring tools, systems and an advanced services/technical team to provide clients with industry leading uptime for their clients print environments. With a culture focused on working hard, doing the right thing for the customer, and having fun, SmartPrint’s team is like no other.
The key to this role is to support and develop customer relationships while ensuring efficiency in the supply chain to ensure uptime. Another important element of this role is service support through answering and inputting service calls. Our Customer Service Representative will always provide a warm welcome and will always help solve problems and smooth out issues while communicating with the rest of the SmartPrint team (Admin/Finance, Projects, Sales, Service, Solutions). Another important function is supporting our MPS clients through pro-active toner replenishment and service response.
**Key responsibilities and accountabilities**:
- Monitor and process alerts to replenish toner and process orders.
- Monitor and replenish client inventory supplies
- Manage and coordinate on-site toner inventory intervals with SmartPrint Driver and 3rd Party Technician
- Coordinate spent toner pick-ups.
- Key customers in formed of any delays or issues.
- Cross referencing supplies to machine makes and models
- Escalate significant customer issues to the appropriate team member.
- Interface with Service Dispatch, Sales, Contract and Accounting departments
- Provide basic technical support to customers for Remote Monitoring software
- Work with customers when equipment or accounts have stopped reporting on monitoring tool to get them reporting again
- Ensure Monitoring alerts are created and monitored for accuracy
**Skills and Experience Requirements**:
- Bilingual (English/French) is an asset
- Minimum Education - College Diploma or University Degree
- Minimum of 3+ years customer service experience
- High level of commitment to exceptional customer service and relationship building
- Ability to understand and follow written and verbal instructions.
- Possess and understanding of Printers/MFPs/Copiers.
- Understanding of Printer configuration details
- Basic Network configuration details
- Strong time management skills.
- Strong written and verbal communication skills
- Strong problem solving, and organizational skills
- Ability to work individually and in a team environment
- Proficiency in office tools - Word, Excel, PowerPoint.
- Able to work in a high paced environment.
**Job Types**: Full-time, Permanent
Pay: $50,000.00-$55,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Schedule:
- Day shift
- Monday to Friday
**Experience**:
- Customer service: 1 year (preferred)
Work Location: In person
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