QA Analyst / Helpdesk Tech Support

Green Office Partner is hiring a highly-skilled Quality Assurance Analyst / Help Desk Technician Backup for our Service Department.

We specialize in the development of document workflow solutions and managed print services that increase security, control costs, and improve the efficiency of our partners.

As one of the nation's largest solutions providers, we receive top-level support from industry leaders like Xerox and HP.

We are located at 8601 W. Bryn Mawr Ave, Suite 109, Chicago, IL 60631.

Compensation :

Your hourly rate is $5.00 per hour. You will be paid in semi-monthly installments based on the hours logged in BambooHR and / or Activtrak.

Vacation, Holiday and Personal Emergency Time Off :

Two weeks paid vacation on an annual basis, after six months of employment, all designated holidays and up to five accrued sick days per year per city of Chicago law.

Unpaid personal days can be taken at any time with supervisor approval. Vacation / Personal Time will activate and be accrued based on standard company policy and timelines.

Exceptions can be approved by the supervisor and the Leadership Team.

Expense Reimbursement :

Green Office Partner will pay $25 per month ($12.50 per pay period) for the internet connection.

Responsibilities will include :

Service Management : Provide Customer Service and support as needed or at the direction of the Service Manager. This may include afterhour, weekend and holiday coverage.

Successfully identify, respond, and disposition all support requests for both proactive and reactive support (as needed).

Ensure all requests are proper categorized, assigned and completed (QA samples 10 : 1 ratio)

Supply Inventory Management Tasks : Provide coordination and planning of Par inventory and supplies with clients and hardware manufacturers (Xerox, HP, etc.)

Logistics : Process removals, relocation, loaner, & IDR deals in Hubspot, update serial numbers from invoices received from finance, update Smartsheets for active installs - relocations and removals and Smartsheets dashboards for month to month service team KPI & service deal acceptance

System Administration & Training : Responsible for the maintenance and integrity of information relating to our Preventative Maintenance and Quality Assurance functions.

This includes the timely inputting and updating of information received from our Field Support Team as well as our Sales and Service team.

Also includes processing MACD Change or Move requests and other escalations through XSM. Train employees on how to access, usage, and information management in systems like XPPS, PrintFleet, EAuto, FreshService, etc.

Preventive Maintenance Visits : Successfully plan and coordinate Preventive Maintenance visits based on established Service teams metrics.

Client Closeout : Responsible for following up with all clients after the completion of new device installation. This role will work directly with the Program Manager and Sales representative to plan, schedule and conduct a "QA Closeout" within two weeks after the completion of an install in accordance with the established client Onboarding Process.

This includes ensuring that all clients needs have been fulfilled, and that capabilities and supplies have been delivered and are properly managed.

Administration : Perform system administration tasks that are needed to contract, provision and activate Machines in Field (MIF) to ensure billing and support services are available for the device at time of setup and configuration (I.

e. PSST. FMP, XSM, etc.). Handles the updating of our MIF management system information (E-Auto and PrintFleet) and ensures that all asset information (i.

e. Asset name, location, asset tag, etc.) is up to date and accurate. Will also reconcile changes captured by the field technicians and / or client relating to all MIF, locations, contacts, and service levels.

Responsibilities also include the management and dispersion of "Safety stock" (emergency supplies) and the creation of the PAR list needed for ongoing supply management (Minimum Levels of Supply) in accordance with the Xerox Page Connect and XPPS programs.

Break / Fix Support : Provide Level 1 first call response for all client issues and reported problems.

Internal IT Support : Provide internal systems deployment, service and support for GOP staff and infrastructure services.

Remote Installation Services : Perform and complete the installation of client devices via remote access. Manage and maintain dedicated client device agent hardware.

Administration and Dispatch : Ticket dispatch and assignment; analyst assignments

Requirements :

Proficient in Microsoft Office or Google Suite applications

Top-notch skills in oral and written communication

Availability to work during EST / CST business hours

Has at least 2 years of experience as a Customer Service Representative or Technical Support Representative

Proven multi-tasking skills

Ability to look for troubleshooting steps and walking customers through during a call

Works well under pressure with little or no supervision

Works well with others and is a solid team player

Willing to take on added responsibilities to meet company goals

Voice recording answering the question : Why should we hire you? You can use Vocaroo for this and attach your voice recording link when you submit your application along with your resumé.

Valued Skill Sets :

Strong presentation skills that will help customers understand their needs and how we can help them be more efficient.

Proven ability to communicate / understand new information quickly

Excellent Time Management Skills

Advanced listening and probing skills

Advanced oral and written communication skills

Strong Organizational Skills

Demonstrated De-escalation Skills

Understands how to explain a complex problem in a way that others can understand

A problem-solver who demonstrates proficiency in identifying stated and unstated document workflow issues