Description |
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. Job Summary Primary responsibilities include answering incoming client calls while providing courteous phone support and triaging of all client end user issues as they relate to hardware and software issues with the aim of eliminating recurrences and reducing calls to the help desk Job Requirements - Working knowledge of Windows OS and MS product line - 1 or more years of telephone technical support/ customer service experience - Fluent in both Spanish/English spoken and written languages - Hands on PC hardware experience - Strong understanding of Desktop applications - Basic networking experience with MS Server administration - Excellent communication and phone answering skills - Good typing and grammatical skills - Strong problem solving abilities - Willing to work weekends and or different work shifts when needed Roles and Responsibilities - Answer any in coming client calls. - Log and thoroughly document all incoming client calls into the DK database application. - Triage, Resolve, Close and/or escalate all assigned and/or answered client calls. - Transfer any unresolved calls to on-site queue and or on-site engineer. - Follow the escalation procedures of escalating all problems calls first through your Team leader, NTST , then management. - Check the DK database queue for any assigned calls and client issues assigned to you throughout your work shift by the Coordinator. - At the start or end of each work shift discuss, transfer and/or make aware the shift of any unresolved or open issues. - Updates the DK database as required when the status of issues changes. - Communicates effectively and courteously with the end user regarding the status and or resolution of each issue. - Advises team members and management of any issues that relate to customer satisfaction or if there are problems in getting issues resolved in a timely manner. - Keep peers and manager informed of trends, significant problems, unexpected delays. - Attends departmental meetings as required and actively participates in all meeting activities. - Take the training required, technical as well as interpersonal. Stay abreast of all current technology. - Performs other duties as instructed by management. Xerox Business Services, LLC 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 Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-26 or by sending an e-mail to accommodations@xerox.com .
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Requirements |
See job description.
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