Specialist , Technical Account

Job Description Position Profile

Job Title:

Specialist I, Technical Account Support

The Specialist I, Technical Account Support is an entry-level technical advisor supporting Ricoh’s Output Management Application Support customers. This role provides daily operational support, administration, and maintenance for at least one Ricoh-installed application at the customer site.

The specialist serves as the primary point of contact for end users, ensuring application integrity, system access, issue resolution, and adherence to Service Level Agreements (SLAs). The role also includes documentation, communication with customer IT teams, and escalation of unresolved issues.

• Provide entry-level support to end users, including training, system authentication, and access control based on customer policy.
• Perform daily support, updates, and maintenance for Ricoh-installed applications.
• Log all support requests and administration activities accurately.
• Respond to support calls (phone, voicemail, email, service requests) in accordance with SLAs.
• Evaluate customer issues using appropriate documentation; assume full ownership of support tickets.
• Escalate unresolved problems and follow up to ensure closure.

• Maintain accurate, up-to-date service request logs.
• Update site procedure guides and application support documentation.
• Develop and deliver reports as required by Ricoh or customer Statement of Work.
• Maintain daily timesheet and work performance records.

• Work closely with Ricoh sales and operations to support customer relationships.
• Participate in monthly, quarterly, and annual customer review meetings.
• Communicate effectively with customer IT administration and end users.
• Collaborate with escalation support teams and software vendors as needed.

• Act as a subject matter expert in at least one key Professional Services area such as:
• Output Management
• Server-based Fax Technology
• Streamline NX, Kofax
• Nintex, Ephesoft
• Market Direct Store Front, Ricoh Process Director, Fiery
• Diagnose, resolve, and elevate application-related issues.
• Proactively monitor health of application stack to reduce downtime.
• Maintain Microsoft and application certifications as required.

• Technical degree (Computer Science, Information Systems, Engineering) or equivalent experience required.
• Minimum 1 year of relevant work experience preferred.
• Proficiency in MS Office Suite required.
• Experience with networking, servers, routers, Microsoft Server, SQL, etc., preferred.
• MCSE or MCITP certifications are a plus.
• Application-specific certifications for supported products preferred.
• Strong organizational, communication, project management, and problem-solving skills required.

• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to effectively train customers and integrate into their environment.
• Ability to build and maintain strong customer relationships.
• Working knowledge of Ricoh and third-party products.
• Proficiency in systems analysis, issue diagnosis, and resolution.
• Ability to analyze complex data across multiple sources to identify issues and drive solutions.
• Expertise in at least one of the following:
• Cost Recovery / Output Management
• Networks
• Operating Systems

• Typically works in an office environment with standard lighting, ventilation, and temperature.
• May require occasional overnight travel.
• Work involves varied assignments requiring interpretation and application of complex information.
• Mostly sedentary but may require walking, standing, bending, reaching, and lifting up to 10 lbs.
• Regular use of keyboard, calculator, basic tools, and hand–eye coordination tasks.

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