Technical Support / Helpdesk Associate

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:
MRC, A Xerox Company is hiring a reliable, upbeat, customer service oriented Technical Support / Helpdesk Associate to answer incoming calls and coordinate customer service and support. Technical Support / Helpdesk Associates are 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 and Partners.
Xerox is a premium brand and customers globally associate that with a belief that they will always be treated with the utmost care, knowledge, and professionalism. Xerox is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities.
The Technical Support / Helpdesk Associate is critical in the Service Support Cycle using advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot and resolve issues received via Telephony, Portal Tickets, Emails. 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.
Responsibilities:

• Xerox provides extensive training on all troubleshooting tools, products and 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.
• This position is focused on Technical Support and requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills and Aptitude.

Requirements:

• Critical thinking and decision making
• Provide an Excellent Customer Experience using sound listening skills, empathy and urgency; when necessary, effectively diffuse and recover service concerns with the Customer
• Post-Secondary Education is an asset
• Friendly and able to communicate effectively – listening, written and verbal
• Proactively communicate the benefits of diagnosing and resolving issues
• Maintain product and software knowledge
• Provide feedback on Policies and Procedures to continuously improve Customer experience
• Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
• Can Execute processes unique to Xerox Major Account Customers to ensure Service Level Agreements are met
• Prior support center experience is not required
• Solid Problem-Solving Skills - experience with troubleshooting technology issues such as mobile devices, software, computers, printers, etc. is an asset
• Represent Xerox to Customers and Partners in a Friendly, Professional and Ethical manner Qualifications
• Ability to deliver results independently and as a part of a team
• Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
• Ability to multitask effectively with attention to detail
• Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems, CareAR and/or Software Tools as appropriate
• High level of achievement and self-motivation
• Technical support experience is an asset