Posted by XEROX MAKES EVERY DAY WORK BETTER. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless
Technical Help-Desk & Digital Remote Support Agent – Dutch Speaking at Dublin
Job Description:
- Act as the primary country contact for customers on all escalations
- Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
- Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
- Facilitate or escalate customer issues and complaints, both internally and externally
- Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers
- Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers
- Maintain accurate database information
- Obtain call closures details on all dispatched calls
- Works within established procedures with a moderate degree of supervision
- Identifies problems in straightforward situations, and makes sound decisions using standard procedures
QUALIFICATIONS AND EXPERIENCE:
- A-Level Education / Leaving Certificate or equivalent.
- FLUENCY IN DUTCH AND ENGLISH IN WRITING AND SPEAKING
- Minimum of 6 months working in similar customer support role
- A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications,
- Networking, Network protocols, etc).
- Skill and competency at providing professional technical telephone support.
- A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
- Able to control interactions with customers using persuasion and influencing skills.
- Able to work under pressure and deal positively with difficult situations.
- Aptitude for understanding and troubleshooting technical problems.
- Able to convey sensitivity and a positive approach to customer needs.
- Can demonstrate effective interactive skills and ability to work as part of a team.