Job Description
About the Role
To provide remote-based technical support (phone/email/remote desktop) to resolve incidents and problems logged by end-user customers, partners, and IT integrators across Canon's software solutions portfolio. Working in accordance with defined service levels and managing stakeholder commitments to provide enterprise level software/application support.
Essential Duties
Review incident and mark-up missing/incorrect data such as priority, entitlement, product, issue type. Ensure incidents are aligned to correct resolver groups.Manage and resolve incidents / problems related to software functionality, installation, configuration, and usage.Diagnose and resolve software problems by analysing log files, error messages, and user-reported issues. Document issues, create workarounds, and escalate complex issues to Senior Software Support Specialists.Manage and prioritise assigned inci...