Xerox Technical Helpdesk & Digital Remote Support Agent IV in Denver, Colorado
Technical Helpdesk & Digital Remote Support Agent IV
Country: United States
Department: Technical Customer Services
Date: Friday, February 19, 2021
Working time: Full-time
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Description & Requirements
Xerox (NYSE: XRX) 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, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
As a Technical Helpdesk & Digital Remote Support Agent IV, you will be smart hands staff member for commercial accounts as a part of the IT Logistics team. You will provide level one support and configuration for the gambit of desktop, networking, mobile computing and other popular technologies implemented by today's businesses. This can occur as part of configuration tasks of hardware, software and detail-oriented tracking processes based on client’s needs. We are seeking someone with a general technical acumen, with an emphasis on customer service who is capable of providing clients confidence in the troubleshooting, documentation and follow up processes. Having the flexibility to operate as an individual or with a team is a must.
This description is intended to be only a general outline of major responsibilities. It is expected that the employee performs these and any other activities which may be assigned or which may occur in the normal course of work.
Builds strategic relationships with customers and cross-departments
Provide support for client issues via inbound phone calls/queue, email, and live chat
Work with the team to prioritize tasks
Track time (billable and non-billable) in ticketing and time tracking system(s)
Document issue troubleshooting steps and final resolutions in ticketing system
Work closely with internal teams on client impacting issues and escalate when appropriate
Track and provide status on in/outbound shipments
Maintain accurate inventory for client and Xerox equipment
Deployment of new PC setups and associated peripherals
Perform other duties as assigned
High school diploma or GED
A+ Certification or 1 + years of experience in a related field
Customer service skills and experience
Ability to multitask and prioritize in order to meet deadlines
Proficient with Microsoft Office applications
Familiar with imaging and/or system refresh processes (ie; WDS, SCCM)
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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