Remote Resolution Analyst - Level 2

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

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you?

Are you a customer-focused technical professional who enjoys solving problems and helping people?

As a Remote Resolution Specialist, you'll provide remote troubleshooting, coordinate service requests, and take ownership of issues to deliver timely and effective resolutions.

You'll also work closely with our service teams to share technical knowledge, improve resolution processes, and ensure we consistently deliver a great customer experience.

Key Responsibilities

• Provide remote technical support and troubleshoot customer service issues in line with agreed SLAs and service KPIs.
• Assess, prioritise, and coordinate service calls to ensure issues are directed to the right team.
• Take ownership of customer issues.
• Accurately record service calls, customer interactions, troubleshooting activities, and resolutions in our CRM system.
• Communicate clearly and professionally with customers regarding technical issues and service updates.
• Escalate complex or unresolved issues to Field Supervisors and Service Managers when required.
• Share technical knowledge, faults, and solutions with team members to improve remote resolution rates.
• Support daily team coordination and contribute to efficient service delivery.
• Build positive relationships with customers and internal stakeholders.
• Contribute to continuous improvement initiatives that enhance service quality and customer experience.
• Maintain current knowledge of Ricoh products, technology, and solutions.

To be successful in this role:

• Experience in technical customer service, IT Help Desk, Service Desk, Remote Support, or a similar role.
• Experience providing technical support to customers via phone or remote support tools.
• Knowledge of Ricoh products, print technology, software, or digital workplace solutions is highly regarded.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service skills with the ability to manage challenging situations professionally.
• Excellent attention to detail and accurate documentation skills.
• Ability to learn new technologies and systems quickly.
• Strong time management and ability to prioritise multiple requests.
• A collaborative, reliable, and proactive approach to work.
• A growth mindset and genuine interest in developing your technical skills.