Data Collection Agent Specialist

Job Description

Job Description

The position of DCA Specialist is responsible for making sure the customers print environments are communicating with in house software Data Collection Agents (DCA). The DCA is important in making sure that our service commitment to our customers can be met. The DCA tools are used to transport print information from the customers device into our billing and fulfillment system so that the customer's invoices are accurate, and their supply orders are fulfilled in time so that print environments are not interrupted.

This includes, but is not limited to, managing devices that are on the DCA's that are in place. Troubleshooting the devices that are no longer reporting, removing devices that are no longer needed to report, enhancing the customer's view of their devices and ability to understand when supplies or service is needed. This role requires an individual that is motivated to stay on top of communication efforts with the customers. The ability to be a self-starter and prioritize your day based on what customers need the most attention. The day-to-day activities for this position will include :

• Checking the system status to make sure the software's are communicating properly.
• Identifying what devices are no longer communicating and contacting the customer contact via phone. The goal of making a minimum of 20 calls to customers each day will be tracked.
• Assisting the Administration Department when they notice issues with customers that are not billing correctly due to their devices not reporting consistently.
• Meeting with customers onsite to troubleshoot their print environment so that reporting is accurate.
• Assist the Administration and Operation teams with additional tasks that are needed in the office.

Qualifications and Education Requirements

Technical industry knowledge

Preferred Skills

Some sort of Network knowledge of how software's communicate. The role requires this individual to be proactive in contacting customers that are experiencing network issues that are interrupting the DCA process. Being able to work with MAC, Linux and Window environments. SQL knowledge is beneficial but not required.