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Xerox Bilingual Technical Support Analyst in Ontario

Bilingual Technical Support Analyst

General information

City: Saint John, Toronto, Montréal

State/Province: New Brunswick, Ontario, Quebec

Country: Canada

Department: Technical Customer Services

Date: Sunday, February 7, 2021

Working time: Full-time

Ref#: 20010413

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Bilingual Technical Support Analyst :

Location: Saint John, Montreal or Toronto Office

This position is responsible for the achievement of best in class Customer Satisfaction results and Remote Solutions Performance for a wide array of Xerox products and supported software solutions. The Remote Solutions Analyst provides technical support directly to Canadian customers and 3rd party vendors; they are the gateway to Engineering to resolve and enhance product performance.

The successful candidate possesses a very high degree of demonstrated technical competency and is expected to share that knowledge through all knowledge sharing mediums present and future. The successful candidate will embody a relentless pursuit of knowledge, have personal ownership of their individual performance & development and be committed to add value to the Business.

Major Responsibilities:

  • Deliver IT support using remote capabilities and leading-edge automation tools.

  • Identify, troubleshoot, research, support and resolve customer IT issues.

  • Manage Customer relationship and experience.

  • Accountable point of engagement and direction for customers and 3rd Party vendors to engineering.

  • Work on problems of diverse scope where analysis of data requires an evaluation of identifiable factors

  • Role Model in Creating, delivering and managing knowledge and technical resources.

  • Develop, train and educate in technology, product usage and functionality

  • Provide diagnostics on technical software problems.

  • Provide remote call assistance.

  • Initiate Service call process.

  • Provide prompt, courteous, and professional telephone support to both internal and external Customers.

  • Support teamwork within the group.

  • Maintain product knowledge.

  • Understand and fully comply with Contact Centre procedures.

Qualifications:

  • Strong verbal and written communication skills, fluency in French is a requirement of the position.

  • IT related diploma and or 2-3 years’ experience in a Technical Support Position

  • Must be able to demonstrate previous success related to technical solutions delivery as well as solid foundation in connectivity concepts and applications.

  • Certifications such as A+ and MCP an asset

  • Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP , VPN, Unix, MAC

  • Graphic Based Knowledge is an asset (Adobe suite, Digital Press, etc)

  • Color Theory is an asset

  • Well organized; ability to prioritize work, with attention to detail

  • Must be accustomed to managing multiple issues simultaneously while maintaining the integrity of each engagement.

  • Must possess exceptional problem solving, critical thinking and analytical skills to

  • troubleshoot and resolve project issues and challenges.

  • Strong teamwork and interpersonal skills.

  • Must be able to demonstrate a customer and team focused attitude and perspective.

  • Mature and self-confident, ability to work successfully unsupervised.

  • Ability to work independently in High pressure situations.

  • Must be able to work a rotating work shift schedule, Monday to Friday.

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 or expression, 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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! (https://www.xerox.com/en-us/jobs/diversity) 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.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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