Remote Technical Assistant

Há 6 dias

Lisboa, Lisboa, Portugal Xerox Business Solutions Southeast Tempo inteiro

About the Position

Xerox Business Solutions Southeast is seeking a talented individual to join our technical support team as a Remote Technical Assistant. In this role, you will be responsible for providing exceptional customer service to our clients, resolving technical issues in a timely and professional manner, and working collaboratively with internal stakeholders to ensure seamless communication and delivery of services.

Main Responsibilities

  • Act as the primary country contact for customers on all escalations
  • Handle telephone/Web calls promptly, efficiently, and with empathy to ensure a positive experience for our customers
  • Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
  • Facilitate or escalate customer issues and complaints, both internally and externally
  • Co-ordinate all consumable calls to enable dispatch of Xerox & Multi-vendor consumables to customers
  • Co-ordinate all Break/Fix calls to enable dispatch of Xerox & Multi-vendor engineers to customers
  • Liaise with Various Helpdesks, Xerox and Third Party Service Providers to close issues
  • Flexibility to take on additional tasks as directed by Team Lead
  • Validate Customer details and requirements on data entry, categorize and deal with appropriately
  • Maintain accurate database information
  • Obtain call closure details on all dispatched calls

Requirements and Qualifications

  • A-Level Education / Leaving Certificate or equivalent
  • Fluency in English and one of the following languages: Portuguese
  • Minimum of 6 months working in a similar customer support role
  • Good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.
  • Skill and competency in providing professional technical telephone support
  • A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level
  • Able to control interactions with customers using persuasion and influencing skills
  • Able to work under pressure and deal positively with difficult situations
  • Aptitude for understanding and troubleshooting technical problems
  • Able to convey sensitivity and a positive approach to customer needs
  • Demonstrate effective interactive skills and ability to work as part of a team
  • Strongly self-motivated to learn new skills to fulfill basic position requirements, to become an expert in the position over an extended period, and to progress within the organization
  • Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets
  • Excellent team player with a committed approach to teamwork and customer responsibilities
  • Flexibility with working time patterns which will need to align with in-country requirements
  • Able to follow relevant instruction and to use appropriately relevant Xerox knowledge bases
  • Able to maintain and project a helpful and courteous attitude in any circumstances
  • Highly resilient under pressure and adaptable to unforeseen work demands

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