Technical Support / Helpdesk Associate

Company: Xerox
Location: Bolingbrook
Posted on: March 16, 2023

Job Description:

General information









City:




Chicago, Naperville, Bolingbrook





State/Province:




Illinois





Country:




United States





Department:




Technical Customer Services





Date:




Wednesday, March 1, 2023





Working time:




Full-time





Ref#:




20021686





Job Level:




Specialist





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: The Technical Support / Helpdesk Support is critical in the Service Support Cycle using advanced tools (CareAR, remote desktop support tools, etc.) to troubleshoot and resolve issues received via Telephony, Portal tickets, Emails and Web Chat. When a remote solution is not possible, responsibilities will extend to problem diagnosis and 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 and 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. 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.
Requirements:

• Provide an excellent customer experience using sound listening skills, empathy and urgency; when necessary, effectively diffuse and recover service concerns with the customer
• 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
• Resolve incoming customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
• Contribute to knowledge systems to enhance solutions provided to customers
• Provide feedback on policies and procedures to continuously improve customer experience
• Maintain product & software knowledge
• Performance focused - measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
• Represents Xerox to Customers & Partners in a friendly, Professional and Ethical manner
  Qualifications:
  • Post Secondary education is an asset
  • Solid problem-solving skills - experience with troubleshooting technology issues such as Playstation, mobile devices, software, computers, printers, etc. is a plus
  • Friendly and able to communicate effectively - listening, written & verbal
  • Ability to deliver results independently and as a part of a team
  • Critical thinking and decision making
  • Ability to multitask effectively with attention to detail
  • Prior 'support center' experience is a plus
  • High level of achievement and self-motivation #LI-SS2

Keywords: Xerox, Bolingbrook , Technical Support / Helpdesk Associate, Other , Bolingbrook, Illinois