CUK Resolution Agent (Hybrid Role)

Canon UK is looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development. Do you have the skills and aptitude we're looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on…

Remotely resolve customer incidents relating to Canon hardware and application software, specifically:

- Use effective fault finding, technical skills, systems and tooling to efficiently carry out support via remote desktop, phone and email

- Maximise the remote resolution on hardware and application software incidents, ensuring that SLAs & remote connection targets are achieved, Manage incidents and effectively communicate with customers and internal key stake holders ensuring data is accurate and maintained
- Ensure the efficient and prompt handling of all incidents in order to minimize the impact upon service quality, resolution costs and to achieve SLAs
- Manage and prioritise assigned incidents by customer entitlement
- Add and maintain knowledge articles in our knowledge base including proactively ensuring two-way feedback is gained from Field Service to improve remote resolution.
- Develop and maintain appropriate level of technical skills
- Identify and promote opportunities for improvements to processes, tooling, work practices and our customer's service experience
- Proactively seek to maintain hardware and software service stability, for example, by proactively updating firmware and software to latest levels
- Respond to customer alerts generated by our monitoring software
- Investigate & resolve underlying issues that result in device drop-offs or toner stock level mismatches
- Provide guidance & liaise with Customer IT teams to resolve technical IT-related connectivity issues
- Develop and maintain appropriate level of technical skills
- Identify and promote opportunities for improvements to processes, tooling, work practices and our customer's service experience
- Investigate & resolve underlying issues that result in device drop-offs or toner stock level mismatch
- Provide guidance & liaise with Customer IT teams to resolve technical IT-related connectivity issues

BTEC level 3 or above in IT or related discipline / or IT related work experience

- Experience of working in a customer facing capacity

-'Techy' hobbies / interests - that demonstrate a keen interest in IT

- Confident communicator over phone and email

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.

Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.

- UK with a network of mental health champions and discounted rates to Nuffield Health Gym.

Employee discount - Up to 38% off products from our Canon store.-
- Some other Benefits - Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days