Camera Pro Support Representative - Tier 2

Camera Pro Support Representative - Tier 2

Join our team of friendly, skilled customer support professionals who serve as the voice and heart of Canon products-helping people capture life's most important moments. As a Tier 2 Camera Pro Support Rep, you'll serve as a trusted expert and problem-solver for Canon's valued customers and CPS (Canon Professional Services) members. You'll use your technical skills, product knowledge, and commitment to customer care to deliver an exceptional support experience. As part of the Canon Family, you'll enjoy a supportive culture, meaningful work, and a chance to grow in a company that values your contributions.

What We Offer:

• Remote work style
• Various scheduling options
• Paid orientation and training
• Benefits (medical, vision, dental, life insurance, and disability)
• Company-paid holidays
• Paid time off: personal, vacation, and sick time
• 401(k) with company match
• Employee assistance program
• Tuition reimbursement
• Employee discounts
• Pay differentials

Your Impact In this role, you will:

• 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

About You: The Skills & Expertise You Bring

• 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.)

Apply now and discover what it means to be part of the Canon Family.

Company Overview Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers. Statement of Policy on Equal Employment Opportunity Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, m