Resolution Agent

Job Description

The primary responsibility of the Resolution Agent is to identify hardware and/or software faults and advise the customer of any actions they can take to resolve machine fault and increase our first contact resolution by troubleshooting inbound customer technical inquiries via our contact channels.

The requirement for the role is to:

  • Assist customers with technical troubleshooting Ricoh products such as multi-functional printer devices
  • Support our customer service team with customer inquiries across a multi-channel solution
  • Identify opportunities to promote additional Ricoh products, increasing our customer’s portfolio with Ricoh
  • Regularly participate in team meetings and training sessions to receive new information for team and individual activities in the Contact Centre
  • Competently manage customer complaints received in accordance with the training provided
  • Educate customers on consumable ordering process, @Remote software and process orders either via a telephone call or email for Ricoh office product consumables.
  • Escalate and despatch faults calls to field engineers, ensuring customer response times are met.

Skills and Experience

  • Excellent English communication skills both written and verbal
  • Technical aptitude (preferably CompTIA A+ certified or similar)
  • Previous call centre experience- at least 2 years
  • Experience with complaint resolution
  • Well-developed customer service and communications skills
  • Prior experience in troubleshooting
  • Experience resolving connectivity issues
  • Strong computing skills including MS Office
  • Proven experience and ability to manage your time and your tasks efficiently
  • University Degree

Resolution Agent

Ricoh NZ

Job type:

Full Time

Hours of work:



Auckland City