This is a remote, home office based role in the USA.
Serve as the first point of contact (Tier 1) for customer service requests, ensuring accurate intake, documentation, and prioritization of all cases
Perform remote troubleshooting and triage, leveraging remote connectivity tools, knowledge bases (e.g., Canon IQ / KMS), and diagnostic logs
Escalate complex issues to Tier 2 (TSE/NSE) with complete and structured case documentation
Ensure timely and accurate updates in Oracle Service Request (SR) system, maintaining compliance with service documentation standards
Support reduction of system downtime (MTTR/TTR) through efficient remote resolution and coordination
Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams to drive issue resolution
Participate in continuous knowledge capture and improvement initiatives, contributing to CSC workflows and knowledge systems
Adhere to CSC operational procedures, including call handling, escalation protocols, and customer communication standards
Shift Flexibility & Work Schedule Requirements:
This role operates within a 24/7/365 support model, requiring mandatory participation in a rotational shift schedule.
Candidates must be willing and able to:
Work day, evening, and overnight shifts on a rotating basis
Participate in a rotating weekend and holiday coverage schedule
Adjust schedules periodically based on business needs, call volume, and coverage gaps
Shift assignments may change based on:
Operational demand and service level requirements
CSC expansion phases and modality coverage needs
Employees are expected to demonstrate:
Schedule flexibility and reliability
Ability to transition effectively between shift types
Commitment to supporting a team-based coverage model
Required Qualifications