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Technical Helpdesk
2 semanas atrás
**About Xerox Holdings Corporation**Main Responsibilities**:
- Act as the primary country contact for customers on all escalations
- Handle telephone/Web calls and deal with them 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 in order to enable dispatch of Xerox & Multi-vendor consumables to customers
- Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers
- Liaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to close
- 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 closures details on all dispatched calls
**Qualifications and Experience**:
- 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
- A 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.
- Can demonstrate effective interactive skills and ability to work as part of a team.
- Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, 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
- Ability 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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