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Xerox Help Desk Agent in Englewood, Colorado

Help Desk Agent

General information

City: Englewood

State/Province: Colorado

Country: United States

Department: Technical Customer Services

Date: Friday, September 10, 2021

Working time: Full-time

Ref#: 20013109

Job Level: Individual Contributor

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

Lewan, a Xerox Company, is hiring a Help Desk Agent. The Help Desk Agent will provide a wide variety of customer support over the telephone regarding service requests with an emphasis on Network issues for customers.

Responsibilities:

  • The Help Desk Agent will work directly with customers in meter collection and scheduling on site appointments.

  • Answer, evaluate, and prioritize incoming telephone, voicemail, and e-mail service requests from customers and field service engineers to resolve hardware, software, networking, printer functionality, and other product issues.

  • Interview customers to collect information about the service request and lead customers through diagnostic procedures to determine source of errors.

  • Record and track service requests using ticket and knowledge databases; maintain historical records and related service documentation.

  • Handle recognition, research, isolation, resolution, and follow-up for highly complex technical service requests and installations with the goal of resolving the issue during initial phone contact.

  • Provide technical support and guidance to internal colleagues to complete installations and resolve service requests.

  • Engage all necessary parties to complete service requests and installations; escalate matters as needed.

  • Maintain continuous communication with the customer and update records until the service call is completed to the customer’s satisfaction.

  • Proactively review aged calls on a daily basis to ensure response times and installations meet the customer’s satisfaction.

  • Monitor existing call queue and clear as many calls as possible per day.

  • Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.

  • Maintain an up-to-date database of technical manuals, bulletins, firmware, and software for all products.

  • Provide training to clients in the use of systems and applications.

  • Complete various projects for Customer Support Manager that may include data entry, scheduling appointments, meter collection, projects in MS Excel and Word, etc.

Qualifications:

  • One year of related experience preferred

  • Proven customer service phone skills with heavy customer contact preferred

  • Dispatch, Call Center and/or Call Management experience preferred

  • Ability to multitask and prioritize in order to meet deadlines

  • Strong interpersonal skills, including the ability to work with a variety of personality types

  • Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint)

  • Extensive knowledge of Windows and Mac operating systems

  • Extensive knowledge of networking

  • Proficiency in database management and data entry

  • Must be able to lift 50 lbs.

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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