Remote Resolution Analyst II — Customer Tech Support

Ricoh Australia; Sydney; On-site; AUD 75,000 - 95,000; Full time

Job summary

Ricoh Australia is seeking a Remote Resolution Specialist to deliver remote troubleshooting and coordinate service requests with a focus on customer outcomes. You'll work closely with service teams, document interactions in our CRM, and ensure timely, high-quality resolutions while upholding Ricoh's customer experience standards.

The role requires strong communication, detailed record-keeping, and the ability to prioritise multiple requests in a fast-paced environment across Australia.

Qualifications

• Experience in technical customer service, IT Help Desk or Service Desk.
• Experience providing technical support to customers via phone or remote tools.
• Knowledge of Ricoh products, print technology or digital workplace solutions is valued.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service focus with professional handling of challenging situations.

Responsibilities

• Provide remote technical support and troubleshoot service issues in line with SLAs and KPIs.
• Assess, prioritise, and coordinate service calls to direct issues to the right team.
• Take ownership of customer issues.
• Accurately record service calls, interactions, troubleshooting and resolutions in the CRM.
• Communicate clearly with customers regarding issues and updates.
• Escalate complex issues to Field Supervisors and Service Managers when required.
• Share knowledge with team to improve remote resolution rates.
• Support daily team coordination and contribute to service delivery.
• Build positive relationships with customers and internal stakeholders.
• Assist continuous improvement initiatives to enhance service quality and customer experience.
• Maintain up-to-date knowledge of Ricoh products and solutions.

Skills

Remote support

Troubleshooting

Customer service

CRM documentation

Tools

CRM software

Remote access tools

Job description

Ricoh Australia is seeking a Remote Resolution Specialist to deliver remote troubleshooting and coordinate service requests with a focus on customer outcomes. You'll work closely with service teams, document interactions in our CRM, and ensure timely, high-quality resolutions while upholding Ricoh's customer experience standards.

The role requires strong communication, detailed record-keeping, and the ability to prioritise multiple requests in a fast-paced environment across Australia.