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,
Technical Helpdesk & Digital – Remote
Xerox Chandigarh Jobs
Job Description:
The Customer Service Specialist has responsibility for the day to day assistance of our clients in the use of our SaaS software solutions.
Under the direction of the Quality Assurance Manager, the Customer Service Specialist will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner. The primary focus will be on troubleshooting issues, analysing the nature of the ticket received and routing it to the correct department within Xerox. This is a helpdesk role that will require system and process knowledge, and a consultative response to customers.
• Provide timely and regular communication to customers on open cases, not letting cases remain in progress without an update for more than 2 days at a time
• Become an expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan
• Own all cases that have been assigned up through resolution, or to approved escalation.
• Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancements or Task Assignments
Qualification:
· Bachelor’s Degree required
· Degree in IT, business or computer science preferred
· Customer Support experience preferred
· Good communication skills – written and spoken English
· MS Office Skills – Excel, PP, Word
· SQL