Camera Pro Support Representative - Tier 2
Canon USA
Camera Pro Support Representative - Tier 2
accessiBe
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Iowa, Louisiana, New York, North Carolina, Ohio, Tennessee, Virginia
Visit company websiteJob Level
Junior
About the role
- Provide expert technical assistance for Canon consumer camera and video products via phone
- Assist customers with service requests, repair status updates, and payment processing
- Support CPS (Canon Professional Services) members with troubleshooting, service coordination, equipment inquiries, and membership renewals
- Guide users through detailed, step-by-step troubleshooting using product knowledge and support resources
- Accurately document all customer interactions using CRM (Customer Relationship Management) tools to ensure consistent service and tracking
- Escalate unresolved or complex issues to the appropriate internal teams as needed
- Identify opportunities to recommend Canon’s Total Care solutions and enhance overall customer value
- Stay up to date on Canon products, services, and support tools through regular training and self-study
- Consistently meet or exceed performance standards in reliability, communication, technical knowledge, and customer satisfaction
- Collaborate with team members and cross-functional departments to improve service delivery
- Perform additional support duties as assigned to contribute to team success
Requirements
- High school diploma or equivalent
- 1–2 years of directly related experience
- Strong verbal and written communication skills
- Proficiency in troubleshooting and problem-solving
- Patience and empathy when supporting customers
- Experience in customer service or technical support roles
- Knowledge of computer hardware, software, and operating systems
- Ability to multi-task, prioritize, and navigate multiple software systems in a remote/virtual environment
- Advanced camera/photography knowledge (DSLR, lenses, sensors, video resolutions, etc.)
