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Technical Helpdesk & Digital Remote Support
General information
City: Saint John
State/Province: New Brunswick
Country: Canada
Department: Technical Customer Services
Date: Friday, December 2, 2022
Working time: Full-time
Ref#: 20021180
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Overview of the role:
Technical Helpdesk & Digital Remote Support position is responsible for providing a superior Customer experience while reducing Customer downtime by providing Remote Hardware, Software and Network Technical support solutions to Internal and External Customers & Partners. Xerox is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities. The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails & Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis & entitlement validation (determining the Customer’s warranty/contract and/or billing status) prior to placing an onsite service call or escalating.
This position is focused on Remote Technical Support & requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills & Aptitude. Xerox provides extensive training on all troubleshooting tools, products & systems. Additionally, Xerox’s Digital Service approach enables remote success for our customers & has been cutting edge for many years with devices designed to get customers back to work quickly. This also ensures that our field technicians can get to the customers that truly need them, the fastest.
General Responsibilities:
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Provide an Excellent Customer Experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the Customer
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Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems, CareAR and/or Software Tools as appropriate ? Proactively communicate the benefits of diagnosing and resolving issues
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Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
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Contribute to knowledge systems to enhance solutions provided to customers
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Can Execute processes unique to Xerox Major Account Customers to ensure Service Level Agreements are met
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Provide feedback on Policies and Procedures to continuously improve Customer experience
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Maintain product & software knowledge
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Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
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Represent Xerox to Customers & Partners in a Friendly, Professional and Ethical manner
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
