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Xerox Digital Support Expert - German Speaker in Lisbon, Portugal

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’s 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.

Why work for Xerox?

As we evolve our business, we want you to evolve with us. We will not only provide you with the development and support you need to succeed, but a suite of learning platforms and opportunities to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.

Overview:

We have a great opportunity for a Remote Support Specialist (RSS) fluent in German.

The RSS is an office/phone based role responsible for directing the most cost effective and efficient route to fix a specific issue. The job holder 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 job holder has the responsibility for assigning the appropriate technical support level to resolve a customer issue and will use remote access technologies to diagnose, resolve problems and communicate with customers. Internal relationships include CSO teams, CSC, GCC service desks. External relationships include customers and fulfilment partners.

General:

  • Has developed expertise in a variety of work processes through job-related training;

  • Generates new and innovative solutions to complex problems, and proposes improvements to processes;

  • Analyses complex technical problems and delivers solutions where precedent may not exist;

  • Works autonomously within established procedures and practices;

  • May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules;

  • A portion of time is normally spent performing individual tasks relation to the unit or sub-unit;

  • Typically acts as a lead or expert with considerable on-the-job experience.

  • Will have specialized external certification (technical roles)

Primary Responsibilities:

  • Troubleshoots hardware, software, and network operating problems using technical resources to ensure resolution;

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

  • Applies understanding and knowledge of information systems products and services to assist users;

  • Analysing call logs to identify common trends and underlying problems;

  • Identify, investigate and research user questions and problems as well as isolating and resolving information systems problems;

  • Coordinates referrals to appropriate technical, professional, or service personnel;

  • Receives and prioritizes issues and forwards using appropriate escalation procedures;

In addition, the role holder may be asked to perform on or more of the following:

  • Provides functional or task leadership;

  • Coordinates special projects and system upgrades

  • Briefs customers and/or management on the status of resolution efforts

  • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

  • Recommends system or process improvements, including procedures, training, and enhanced documentation.

Candidate Education & Background:

• High School Diploma / (GED) / Secondary School GCSE or equivalent.

• Associate Degree / College Diploma /Cegep / A Levels (preferred).

• German Native language fluency level (mandatory).

• Experience in technical support background.

• Considerable successful experience working in a technical call center.

• Ability to communicate effectively with internal/external customers at all levels.

• Demonstrated excellent customer care, satisfaction and interpersonal skills

• Customer focused mentality.

• Demonstrated Multitasking capability: Strong organization skills and ability to prioritize.

• Superior Customer Service/Relation skills including second level question probing ability.

• Excellent written and oral communication skills.

• Demonstrated superior technical aptitude (preferred).

• Considerable successful experience working in a technical call center (preferred).

• Advanced knowledge of all site products and client IT environment (preferred)

• Understanding of basic electrical and mechanical devices printer knowledge a bonus.

Title: Digital Support Expert - German Speaker

Location: Portugal-Lisbon-Lisbon

Requisition ID: 18005781

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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