Xerox Customer Care Associate II: Product Support Specialist Remote Solutions in New Brunswick, Canada
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.
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
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
Ability to work shift work between the hours of 8-10pm Monday to Friday
Reliable and punctual
Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent
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