Job Title: Data Collection Administrator - US - Based
About the Client:
Our client is a long-standing company that provides technology solutions to businesses across the U.S. They focus on making tech easier to manage by offering reliable support and practical services tailored to each client's needs. With decades of experience and a strong team of experts, they've built a reputation for helping organizations work smarter and more efficiently.
Overview:
The Copier Data Collection Administrator I is responsible for providing quality services and solutions to our clients while maintaining a high level of client satisfaction. You will support the data collection application in addition to providing phone support and remote troubleshooting for clients to achieve issue resolution.
Responsibilities :
- Administer copier data collection application by providing daily monitoring of application to ensure information accuracy, reporting consistency and functionality.
- Resolve all copier data collection application issues including reinstalling or configuring as required.
- Answer client calls, emails and all correspondence in an appropriate and timely manner and determine problem severity to establish priorities.
- Accurately and promptly log client problem information and create a service call using company provided technology.
- Troubleshoot systems and applications to identify proper resources to assign for resolution.
- Assign service requests to available Copier Service Technicians and/or route calls to the appropriate personnel.
- Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues.
- Verify and maintain client contact and database information.
- Develop and support best practices and operational procedures to create efficiencies.
- Maintain client documentation.
- Assume ownership of Client Service Request from initial contact to completion.
- Maintain call center expectations.
- Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
- Attend required company and department meetings.
- Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
- Perform other related duties as assigned.
Qualifications:
- Proficiency with business collaboration tools including MS Office applications, Outlook, and company specific programs.
- Solid customer service abilities including telephone skills.
- Superior communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization.
- Ability to prioritize responsibilities and to operate with changing priorities.<