Xerox Digital Support Expert (Danish) in Leinster, Ireland

Digital Support Expert

The Digital Support Expert serves as the point of contact for technical resolution for customers requiring assistance on Xerox products and is responsible for these Customer’s overall satisfaction. The Expert’s objective will be to troubleshoot and resolve problems recommending appropriate actions to achieve the fastest route to resolution and avoid waiting time for a field visit. The Expert will use remote access technologies to diagnose and resolve problems and communicate with customers. The Digital Support Expert is also accountable to capture repeatable solutions in the knowledgebase and make it available for self-help.

Main Responsibilities:

  • Provide on-demand and scheduled remote technical support to resolve Xerox customer service issues. Perform remote troubleshooting of problems in hardware, software, peripherals and communications.

  • Provide the customer with the benchmark level of experience at each customer interaction.

  • Correctly capture the customer experience and completely document the information using the appropriate tool.

  • Develop knowledge base entries for supported products.

  • Guiding the customer to install, integrate, and monitor hardware parts as applicable using customer terminology language.

  • 360° support: Proactively monitor the customer´s equipment to identify the need of new updates/versions. Apply software patches or upgrades on the customer´s equipment.

  • Comply with required processes and procedures.

  • Utilize the right tool to resolve issues in the timeliest manner enhancing the customer experience.

  • Meet and exceed individual and team targets.

  • Identify and propose changes to improve process utilizing the GCC Global change management procedures.

  • Responsible to manage schedule adherence by being ready to start shifts/breaks on time.

  • Identify and escalate exceptional recurring issues to appropriate level.

  • Manage interactions via any supporting communication channels (Phone, Text Chat, Video Chat)

  • Support Customers on Xerox Support Apps and Education to self help

Qualifications and Experience:

  • Demonstrate Critical Thinking by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, approaches to problems and conclusions.

  • Demonstrate having empathy for the customer experience.

  • High level of achievement and self-motivation; positive attitude.

  • Ability to make customer related decisions within scope of their job without supervision.

  • Ability to adapt to a constantly evolving role.

  • Experience supporting Break Fix technical issues with Xerox equipment or in similar industry either on-site or virtually. Demonstrated top performance for Office and Production (Solve Rate to be pre-assessed).

  • Superior communications skills; Can write at a college level and can accurately document a call for future analytics. Be able to use customer terminology for technical terms.

  • Language Level – Native Spoken and written.

  • Abilities to demonstrate expertise and direct customer interaction.

  • Ability to move between activities and tools quickly and without interruption to the customer (e.g.: txt chat to video).

  • Ability to troubleshoot software issues.

  • Intermediate Network knowledge.

  • Ability to work flexible hours / shifts (multi time zones).

  • Aptitude for acquiring and implementing technical knowledge in a fast-paced environment.

  • Native language fluency level (mandatory).

  • Bachelor’s Degree –Technical Degree (Preferred).

  • Associates Degree or Certificate/College Level diploma with Two Years work experience is technical field or customer support. (Preferred)

  • Any Networking certification. (Preferred)

Title: Digital Support Expert (Danish)

Location: Ireland-Leinster-Dublin

Requisition ID: 19000897

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.

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