Technical Helpdesk & Digital Remote Support Agent Job at Xerox
Country: United Kingdom
Department: Technical Customer Services
Date: Tuesday, December 20, 2022
Working time: Full-time
Ref#: 20021366
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Entry Level
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
As a member of a UK wide remote Level 2 hardware support team, you will be required to provide remote resolution assistance to customers experiencing hardware, software or network technical issues to reduce field visits where possible.
Customer support will be given via email and telephone using a blend of technical knowledgebase information and remote access applications including Xerox’s augmented reality support tool CareAR to resolve both Xerox and non-Xerox equipment errors in line with the Service Level Agreement and Statement of Work relevant for the customer.
08:30 – 17:00 Monday – Friday
Responsibilities :
Managing Customer Interactions:
- Provide UK wide technical hardware, network and software troubleshooting support to customers via email & phone using a suite of remote support applications.
- Install and configure MFD software and hardware to facilitate printing and scanning requirements
- Accurately detail job notes to reflect actions taken to aid both team & interdepartmental interactions
- Contribute to a shared knowledge base with relevant faults & fixes to aid future fault diagnosis
- Produce and update self-help documents for distribution to clients to implement on their systems where possible
- Facilitate or escalate client issues and complaints, both internally and externally.
- Liaise with various service desks, schedulers, and 3rd party service providers, escalating through these avenues to close.
- Manage completion of periodically assigned self-guided training courses
Process Adherence:
- Adhere to Client/Xerox standards and procedures
- Contribute to process improvement
- Adhere to Client/Xerox quality standards
Coaching:
- Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on process, product and on specific client bases
Essential:
Excellent communication & interpersonal skills
- Experience in a support environment
- A strong understanding of Microsoft Windows and Apple OS X environments
- A good understanding of Android and IOS including Mopria and Airprint protocols
- GCSE grade C or above (or equivalent) in English & Maths
- A valid British Passport.
Desirable:
Technical knowledge of Xerox multifunction devices
- Technical knowledge of Non-Xerox multifunction devices
- Experience of support within the copy & print industry
- Experience of working to Service Level Agreements.
Personal Characteristics:
Apply
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