Xerox Customer Care Associate II: Product Support Specialist Remote Solutions in New Brunswick, Canada

Position Overview:

The Product Support Specialist for Remote Solutions is responsible for providing overall customer satisfaction of Xerox Remote Services support. Incumbent serves as a Product Support Specialist for customers experiencing issues with Xerox product performance, usage and reliability. Accepts “warm” transfers of customers calling into the Welcome Center for specific products to provide remote technical support and technical assistance to customers. Will schedule field service repair calls when remote solutions are unsuccessful. Provides CSE with additional information regarding the call, i.e. what parts may be needed if call is not resolved remotely.

General Responsibilities:

  • Provide on-demand and scheduled remote technical support to resolve Xerox customer service issues either over the phone or through e-mail and social media.

  • Perform remote troubleshooting of problems in hardware, software, peripherals and communications.

  • Follow documented escalation procedures

  • Support other team members to resolve client issues

  • Meet or exceed RSS position Key Performance Indicators (KPIs)

  • Identify and track known problems and document them within the team

  • Maintain/enhance skills levels according to future technology trends

  • Maintain Subject Matter Expert (SME) on assigned products by attending required technical

  • Ability to diffuse and recover in highly sensitive situations with customers training sessions

  • Be able to successfully communicate with customer as well as at senior leadership and executive level

  • Leverage technology initiatives that improve productivity of services delivery (e.g. remote access tools) resources

  • Act with a sense of urgency; prioritize escalations and ensure communications to all stakeholders is consistent and timely

  • Establish and maintain good customer relations, with both internal and external customers

  • Understand responsibilities and processes of all groups; understand the goals and requirements of Xerox Technical Services

  • Work effectively in a team environment as well as independently

Xerox Corporation (NYSE: XRX) 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, maximize 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, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Learn more at www.xerox.com

Qualifications

  • Strong technical skills in computing and electronic technologies

  • Strong communication skills; written and verbal

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

  • Demonstrate success in solving problems remotely

  • Strong problem solving and technical skills

  • Ability to encourage customer to participate in troubleshooting

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

  • Self motivated, positive attitude, documented personal achievement

  • Minimum 2 years of experience and proven success in a technical support position

  • Network Knowledge

  • Ability to work shift work between the hours of 8-10pm Monday to Friday

  • Reliable and punctual

Candidate Education:

Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent

Candidate Background:

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

Minimum Excellent written and oral communication skills.

Minimum Computer Navigation & Typing Skills 25 wpm

Minimum Ability to complete required training program

Minimum Must have dependable work history

Minimum Must respond to every call with a sense of urgency and give direct, accurate information.

Minimum Familiar with computers and Windows-based applications

Minimum Must have the ability to perform in a professional and courteous manner at all times

Minimum Must be clear spoken and have strong verbal and written communication skills

Preferred May need billing-medical billing, collections or telesales expertise. Some roles may have bi-lingual or licensure specifications.

Additional Role Requirements:

Candidate will need to be 18 years of age or older

Ability to pass a Drug Test (only applicable to job roles in the United States)

Ability to pass a Background Investigation including Credit Check (only applicable to job roles in the United States)

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. 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.

Title: Customer Care Associate II: Product Support Specialist Remote Solutions

Location: Canada-New Brunswick-Saint John

Requisition ID: 19000009