Job description

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.

This position is responsible for providing a superior customer experience while reducing customer downtime by providing remote hardware, software and network technical support solutions to internal and external customers & partners.

Requirements:

• Provide an excellent customer experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the customer
• Solve customer hardware, software and networking problems at first contact using Xerox systems, CareAR and/or software tools as appropriate
• Proactively communicate the benefits of diagnosing and resolving issues
• Resolve incoming customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
• Contribute to knowledge systems to enhance solutions provided to customers
• Provide feedback on policies and procedures to continuously improve customer experience
• Maintain product & software knowledge
• Performance focused - measured on providing great experiences and resolving technical issues by making good business decisions on each interaction

Qualifications:

• Technical support experience is preferred
• Solid problem-solving skills - experience with troubleshooting technology issues such as mobile devices, software, computers, printers, etc. is a plus
• Able to communicate effectively - listening, written & verbal
• Ability to deliver results independently and as a part of a team
• Critical thinking and decision making
• Ability to multitask effectively with attention to detail
• Prior ‘support center’ experience is a plus
• High level of achievement and self-motivation

Job Type: Full-time

Salary: From $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Wethersfield, CT 06109

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