Canon U.S.A., Inc.

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Technical Support Expert

Technical Support Expert

Job ID 
7105
Location 
US-NY-Melville
Experience (Years) 
5
Category 
Information Technology

More information about this job

Company Overview

NT-Ware is an innovative technology company specializing in the invention, development and support of print and document management solutions.

 

Leading Print and Scan Management

We invent and develop our technology to help our customers to run their businesses better – with less cost, with more security and with better productivity. We drive our actions based on our customers' needs and aim to be at the leading edge of technical innovation, product reliability and support.

Our scope does not only involve software but also the development of related card-based authentication devices and USB to network connection hardware. Developing or integrating all required components in-house allows us to react quickly and flexibly to special needs and satisfy also highly complex customer requirements. Through a strategic partnership with Canon Inc, NT-ware is known as a Canon Group Company. We partner with Canon in the fields of distribution, support and development to achieve superior products and customer service. Our lofty goals of customer satisfaction, employee first culture and innovation have led to NT-ware being one of the fast growing Canon Group Companies and winning awards for being a great place to work. 

 

The key technologies that separate our products from the rest are:

• Universal Driver
NT-ware Universal Driver - this is the only true single universal printer driver that will allow users to release their print job correctly from almost any manufacturer's printer or MFD.

• Workflow Engine
NT-ware Workflow Engine - a dynamic and highly configurable workflow structure with a wide variety of building blocks that allow easy and fast configuration of multiple parallel and personalized workflows for processing of prints, scans and other information.

• Device Information File
DIF Concept - allows our customers to correctly print and account almost every print device in the market.


Our software technologies are realized in these two products:

uniFLOW - a unified software platform for print and scan/capture management.

uniFLOW SSP - a serverless secure printing application for smaller companies.

Position Overview

The fundamental purpose behind our technology is to help our customers to run their businesses better – with less cost, with more security and with better productivity.
We are a fast moving and agile technology company with a team of over 120 people in our four sales and support offices in Europe, USA, Singapore and Japan.
We are inventing new and better ways to help companies get maximum value from their printer and scanner fleet by helping them manage their printing costs, improve their office worker productivity through document process automation and increase their document security. We help print rooms to improve their efficiency by creating better print production workflow management technology.

Responsibilities

As a Technical Support Expert working in our Melville office (Working from home office is an option after 6 month) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical trainings to your colleagues internally as well as external and on-site/installation support complete the range of tasks.

 

  • Link between NT-ware 3rd level support team and NT-ware development
  • Analyse and verify reported problems
  • Work/develop workarounds till final resolution is available
  • Provide internal and external advanced technical trainings
  • Assist 3rd level support with troubleshooting
  • Passion for customer service and teamwork

Key Relationships Internal

  • NT-ware 3rd Level Support (globally, English)
  • NT-ware Development (Germany, English)
  • NT-ware Project Team (globally but mainly USA)
  • Canon USA ESSD

Key Relationships External

 

  • Canon Worldwide (mainly Americas)
  • Canon Business Partners, Canon Solutions America
  • Indirect Sales Reseller Partners

Performance Measures

  • Customer satisfaction
  • Satisfaction with trainings delivered
  • Escalation quality to NT-ware Development
  • Ticket resolution rate

Qualifications

  • Technical IT certifications
  • Excellent understanding of technical problems and their interrelation
  • Excellent troubleshooting skills and analytic thinking
  • Excellent knowledge of Microsoft operating systems (workstations and servers)
  • Good knowledge of network problem analysis
  • SQL (language, DB servers)
  • MAC: printing, administration, configuration, troubleshooting
  • Business English (Written and Spoken) other languages an advantage
  • Proven capability to lead teams both internally and externally to deliver complex and technical projects
  • Successful design of complex software/hardware technology solutions in the printing environment
  • Extensive knowledge of Canon’s uniFLOW software product technologies
  • Extensive networking and OS related knowledge
  • Act as a team player
  • Communicate effectively
  • Create solutions to problems
  • Drive & manage change
  • Focus on the customer
  • Respond flexibly