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For Companies At a Glance
- Tasks: Support customers remotely with Canon hardware and software issues via phone, email, and desktop.
- Company: Join Canon UK, a leading tech company in a phase of exciting growth and innovation.
- Benefits: Enjoy discounts on products, gym memberships, generous pension, and more perks.
- Why this job: Be part of a supportive culture that values your contributions and offers career development.
- Qualifications: BTEC level 3 in IT or relevant experience; customer service skills are essential.
- Other info: Hybrid role based in Birmingham with opportunities for personal and professional growth.
The predicted salary is between 23842 - 25167 £ per year.
Job Purpose and Summary
Canon UK is looking for talented people to join us at an exciting time for our business, as we enter 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
– Add and maintain knowledge articles in Canon knowledge base
– Ensure a high level of customer support
What we give
– 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 (Travel) and charity volunteer days
What we ask
– 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
You will need
Salary – £23,842 – £25,167
Location – Birmingham Buisness Park
No Agencies Please
Further information
– 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
CUK Resolution Agent (Hybrid Role) - Birmingham, Midlands employer: Canon EMEA
Contact Detail:
Canon EMEA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CUK Resolution Agent (Hybrid Role) - Birmingham, Midlands
✨Tip Number 1
Familiarise yourself with Canon's products and services. Understanding their hardware and software will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your technical troubleshooting skills. Since the role involves resolving customer incidents remotely, being able to showcase your problem-solving abilities during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your previous customer service experiences. Highlight specific instances where you effectively communicated with customers or resolved issues, as this is crucial for the CUK Resolution Agent position.
✨Tip Number 4
Engage with Canon's online community or forums. This can provide insights into common customer issues and how they are resolved, which will be beneficial when discussing your approach to customer support.
We think you need these skills to ace CUK Resolution Agent (Hybrid Role) - Birmingham, Midlands
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise any technical skills and hobbies that demonstrate your passion for technology, as these will resonate with Canon's requirements.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the job description. Mention your ability to resolve customer incidents and your experience with remote support. Show enthusiasm for Canon and how you can contribute to their growth.
Highlight Technical Skills: In your application, clearly outline your technical skills, especially those related to fault finding and remote support. Mention any relevant qualifications, such as a BTEC level 3 in IT, to strengthen your application.
Showcase Communication Skills: Since the role requires effective communication with customers and stakeholders, provide examples of how you've successfully communicated in previous roles. This could be through resolving customer issues or collaborating with teams.
How to prepare for a job interview at Canon EMEA
✨Showcase Your Technical Skills
Be prepared to discuss your technical skills in detail. Since the role involves resolving customer incidents related to Canon hardware and software, highlight any relevant experience you have with troubleshooting and fault finding. Mention specific tools or systems you've used in the past.
✨Demonstrate Customer Service Excellence
As this position requires effective communication with customers, be ready to share examples of how you've successfully handled customer queries or complaints in previous roles. Emphasise your ability to maintain a high level of customer support and satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential incidents you might encounter in this role and how you would approach resolving them. This will show your proactive mindset and readiness to tackle challenges.
✨Research Canon and Its Products
Familiarise yourself with Canon's products and services, especially those related to hardware and application software. Understanding the company's offerings will not only help you answer questions more effectively but also demonstrate your genuine interest in the role and the company.
