Camera Pro Support Representative - Tier 2

Job Description

Job Description

Camera Pro Support Representative - Tier 2

US-VA-Chesapeake

Job ID: 33453
Type: Full-Time
# of Openings: 3
Category: Customer Service/Support
ITS Corporate Headquarters

About the Role

Passionate About Photography? Bring Your Talent to Canon!

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, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canons policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here

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