Xerox 2nd Level Escalated Support Specialist (French speaker)- 12 month FTC in Leinster, Ireland

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever, as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what is at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.

The Role

We have an exciting Opportunity for an Escalated Technical Support Specialist to join our team in Dublin as soon as possible. Reporting to the Escalated Support Team leader, the Support Specialist will provide support to French speaking field engineers and business partners for escalated issues ( where appropriate or applicable other language may be utilised also). There is a strong focus on solving issues in a timely and efficient manner, resulting in onsite service call avoidance and a high level of customer satisfaction.

Close liaison with the Next Level technical Escalation team, engineering groups and in country technical support staff is the norm. The Software specialist is also responsible for sharing knowledge via authoring, validation and submission of new entries in knowledge bases. The role calls for a highly motivated person with strong technical knowledge and excellent customer service skills. A good knowledge of the printing environment and current computer / networking systems is a must.

Key Roles and Responsibilities :

  • Managing technical escalations received from Xerox customers and on-site field engineers;

  • Working closely with all levels of escalation support ensuring efficient resolution and knowledge sharing

  • Strong focus will be maintained in successfully resolving issues remotely, using various tools available i.e. lab environment, remote access to customer network and knowledge base

  • Working within a high performance environment with a strong focus on remote fix rates and Service Level Agreements (SLA’s)

  • Close liaison with Xerox In-Country Technical and Partner Support team is the norm

  • Accurate documentation of escalation steps in relevant reporting tools

Education and Experience :

  • A-Level Education / Leaving Certificate or equivalent

  • Relevant Technical qualifications:

  • Industry standard IT qualification (CompTia, Microsoft, Cisco etc) would be an advantage

  • Minimum of 1 years’ experience in a technical support role.

  • A high performer within current role and have a positive ‘can-do’ attitude

  • Knowledge of current Business Printing Environments (Hard Peripherals and applications)

  • Exceptional customer service skills including, communications and demonstrated decision making.

  • A proven track record in technical problem resolution

  • Able to communicate, with accuracy and clarity both verbal and written.

  • Aptitude for understanding and troubleshooting technical issues.

  • Willing to take ownership of customer problems

  • Resilient under pressure and adaptable to unforeseen work demands.

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

  • Must thrive in an extremely fast paced and a constantly changing environment, where attention to detail and teamwork is essential.

  • Aptitude to constantly develop and improve technical skills and product knowledge

  • Fluency in both French and English (verbal and written)

  • Skilled at providing professional technical support via telephone and Email

  • Comprehensive knowledge of PC’s, Printers and Peripherals

  • Comprehensive knowledge of popular desktop office applications

  • Comprehensive knowledge of LANS/WANS/Peer-to-Peer (Hardware infrastructure)

  • Comprehensive knowledge of Network protocols (TCP/IP, FTP, SMB, SMTP, SNMP etc.)

  • Comprehensive knowledge of Network Operating Systems (Microsoft, Linux, Unix,Mac OS)

  • Fluency in an additional European language would be appreciated

  • Competencies in network accounting and authentication solutions (e.g. Equitrac, Cirrato, SafeQ)

Title: 2nd Level Escalated Support Specialist (French speaker)- 12 month FTC

Location: Ireland-Leinster-Dublin

Requisition ID: 18004011

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, 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.