Customer and Technical Support I - Xerox
Saint John, NB
Priority is currently partnering with our client, Xerox Corporation in a mass recruitment effort for Customer & Technical Support Representatives in the Saint John area. We are seeking exceptional client service-oriented individuals who are looking to work at 1 of Canada's Top 100 Employers! This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime. The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of troubleshooting via Telephone, Video Conferencing and Web Chat. When a Remote Solution is not possible, responsibilities will extend to diagnosing the issue, determining the Customer's warranty/contract and/or billing status prior to placing an onsite service call or escalating. This job requires Superior Customer Support Skills that include Empathy and Urgency as well as sound Computer skills & Aptitude. Detailed Requirements Provide an Excellent Customer Experience Solve Customer Hardware, Software and Networking problems at 1st contact using multiple Xerox Systems and Software Tools Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencing and Web Chat Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary Resolve issues on the 1st call and engage escalated groups as appropriate Contribute to knowledge systems to enhance solutions provided to customers Expertise to Execute processes unique to Xerox Major Account Customers to ensure Service Level agreements are met Interchange among a variety of Xerox systems and technologies Provide feedback on Policies and Procedures to continuously improve Customer experience Maintain product knowledge Meet and exceed performance targets Represent Xerox to Customers in a Professional and Ethical manner Requirements Post-Secondary Education is an asset Bilingualism (French and/or Spanish) an asset 1-two years of related skills desired Demonstrated Superior Customer Service Skills Experience using Social Media technologies (Skype, Facetime, Google Duo) Experience with Apple and Android devices to support video conferencing Solid Problem-Solving Skills Expertise to communicate effectively listening, written & verbal Expertise to deliver results independently and as a part of a team Strong Organizational, Prioritization & Time Management expertise Critical thinking and decision making Expertise to multitask effectively with attention to detail High-level of achievement and self-motivation The operational hours for this position are Monday to Friday 8am to 10pm (Rotational Shifts) also, you will receive Shift Premiums / and or Language premiums where applicable. We thank you for your interest in the role, only those selected for screening will be contacted.
August 14 on Prevue