Enterprise Content Management Specialist (Hybrid WFH)
OverviewTechnology support team member supporting clients on the Enterprise Content Management(ECM) solutions sold and serviced by Canon Solutions America. Acts in escalation from the Solutions Support Center (Help Desk) to provide troubleshooting and use expertise, knowledge and other resources to solve customer support requests. Responsible for providing direct customer support for ECM, with a goal to solve issues effectively with minimal escalation outside of the Solutions Support Center team. As required, consults with and escalates to vendors and other Canon resources, managing cases through resolution.
Responsibilities- Expert in supporting ECM solutions sold by Canon Solutions America - Provides remote technical support via phone and email, utilizing remote access tools as necessary to interact with customer requests. - Utilizes strong technical skills, experience and training on Canon ECM software solutions to help troubleshoot, diagnose, and resolve customer reported cases. - Manages escalations to ECM Vendors, Canon USA and Canon Solutions America Professional Services, retaining ownership of support cases through resolution. - Manages and documents the support interaction via Service Management tools. - Utilizes, contributes, and improves the Knowledge Base as a core responsibility of support. - Educates and developes capabilities of the Solutions Support Center team, to increase capability of support at first level. - Works with field Professional Services teams to intimately learn about customer specific implementations. - Performs physical and virtual (remote session) "ride-alongs" on installation and implementation engagements with clients. - Assists in the transition from implementation to support for customer projects.
Company OverviewAbout our Company - Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazine’s World’s Most Admired Companies in 2020. Canon Solutions America offers a competitive compensation package including, for eligible positions, medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are not reviewing this job posting on our Careers’ site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers. #CSA
Workstyle DescriptionHybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office two company designated days a week and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.
Posting Tags#pm20 #li-jg1 #li-hybrid #ID22