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Xerox Customer Service Specialist - Swedish Speaking in Dublin, Ireland

Customer Service Specialist - Swedish Speaking

General information

City: Dublin

State/Province: Leinster

Country: Ireland

Department: Technical Customer Services

Date: Wednesday, July 28, 2021

Working time: Full-time

Ref#: 20010926

Job Level: Specialist

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Entry Level

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 xerox.com and explore our commitment to diversity, inclusion and belonging.

Scope:

As a Swedish speaking Technical Support Specialist, you will be the first point of contact for customers with technical problems and will provide the best and most cost-effective solution to the Xerox end customer. There is a strong focus on meeting required SLA and KPI’s related to the delivery of optimum remote solutions. Close liaison with various escalation teams will be a key task within the role.

The roles will suit enthusiastic candidates with customer service experience and a willingness to learn and develop. We will consider candidates who are already based in Dublin or willing to relocate (generous relocation package provided).

Main Responsibilities:

  • Act as the primary country contact for customers on all escalations

  • Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers

  • Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems

  • Facilitate or escalate customer issues and complaints, both internally and externally

  • Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers

  • Liaise with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to close

  • Flexibility to take on additional tasks as directed by Team Lead

  • Validate Customer details and requirements on data entry, categorize and deal with appropriately

  • Maintain accurate database information

  • Obtain call closures details on all dispatched call

  • Works within established procedures with a moderate degree of supervision

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures

Qualifications and Experience:

  • A-Level Education / Leaving Certificate or equivalent.

  • Fluency in Swedish and English in writing and speaking

  • Minimum of 6 months working in similar customer support role

  • A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.

  • Skill and competency at providing professional technical telephone support.

  • A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.

  • Able to control interactions with customers using persuasion and influencing skills.

  • Able to work under pressure and deal positively with difficult situations.

  • Aptitude for understanding and troubleshooting technical problems.

  • Able to convey sensitivity and a positive approach to customer needs.

  • Can demonstrate effective interactive skills and ability to work as part of a team.

General:

  • Intermediate level job with some work experience

  • Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures

  • Works within established procedures with a moderate degree of supervision

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. © 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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