Senior Product Support Specialist, Help Desk

Senior Product Support Specialist, Help Desk

Join to apply for the Senior Product Support Specialist, Help Desk role at KYOCERA Document Solutions America, Inc.

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best-in-class customer service through efficiency, accountability, and a sense of urgency while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work and have been officially certified since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, their pride in what they do, and their enjoyment of working together.

As a Senior Product Support Specialist, you will be responsible for providing technical and functional telephone support to dealers, technical staff, and customers. You’ll exercise good judgment within defined procedures and practices to determine appropriate actions.

• Respond to customers by determining the nature and likely causes of problems, recommending corrective action or guiding the customer through the necessary steps to a resolution.
• Evaluate specific machine problems and maintain constant communication with the Digital Product Support Supervisor, including any unresolved technical situations.
• Perform product testing in the National Digital Product Testing Lab and report findings to the Digital Product Support Supervisor.
• Provide training for Hotline Staff on new products.
• Provide accurate answers to Dealer Technical Personnel while maintaining and promoting KMA.
• Follow up with Dealer Service Manager or Dealer Technician on pending technical problems at dealerships.
• Provide information to Regional Technical Managers concerning technical problems within their region.
• Maintain contact with regional technical personnel to communicate technical information updates/status.
• Create and maintain month‑end reports summarizing hotline activity by model.
• When asked, be involved in writing Technical Bulletins.

• High School or General Education Diploma.
• Minimum of 5 years’ experience working on photocopiers, facsimiles, and multifunctional office products.
• Minimum of 2 years computer and network experience.
• CompTIA Network+ and/or MCSE certification.
• Occasional lifting or moving up to 50 lbs.
• Working knowledge of Microsoft applications, basic diagnostics, and troubleshooting.
• Proficient user of Microsoft Office and knowledge of Adobe products.
• Proficient in Apple products and applications.
• Knowledge of color theory as it pertains to printing/office products.
• Excellent analytical and troubleshooting skills.
• Ability to communicate verbally and in writing effectively.

• Ability to communicate in both English and Spanish.

Note:

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time‑to‑time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans, and/or individuals with disabilities are encouraged to apply.