Posted by 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.
Technical Helpdesk & Digital Remote Support Agent -USA
Job Description:
The Technical Helpdesk & Digital Remote Support Agent is responsible for providing quality telephone support to our customers, both internal and external to Xerox.
They provide remote customer assistance using telephone diagnostics software for technical problems.
They ensure Quality by following Xerox Call / System processes.
Job Requirements:
Answer customer calls in a friendly and professional manner.
Input customer information into a computerized database.
Oversees the call activity in the center and takes ownership in closing the loop on issues.
Have a good understanding of the responsibilities of the various departments within Xerox.
Provide backup support to the other lines of business being managed within the Call Center. (XPS, M5, Exception Dispatcher)
Provides timely resolution to customer complaints, concerns and or inquiries.
Place in CRU /Supply -Will Call orders for our customer. Help to generate equipment / supply leads.
Know the various business systems (FWSS, RTS Seibel, Service Now, EMP, CAPS, OLI, XPS, M5, ISRVE and FIC).
Work effectively in a team environment.
Meet and exceed performance targets.
Qualification:
Good telephone skills and interactive skills.
Excellent oral and written communication skills.
Be able to resolve issues under the guidance of our policies, processes and internal controls.
Acute attention to detail and ability to multitask effectively.
Team player and flexible to assist others when workload is heavy.