Xerox Corporation is an $11 billiontechnology leader that innovates the way the world communicates, connects andworks. Our expertise is more important than ever as customers of all sizes lookto improve productivity, maximise profitability and increasesatisfaction.
We do this for small and mid-size businesses, largeenterprises, governments, graphic communications providers, and for ourpartners who serve them.
We understand what’s at the heart ofwork and all of the forms it can take. We embrace the increasingly complexworld of paper and digital.
Office and mobile. Personal and social. Every dayacross the globe in more than 160 countries our technology, softwareand people successfully navigate those intersections.
We automate, personalise,package, analyse and secure information to keep our customers moving at anaccelerated pace.
Why work for Xerox?
As we evolve our business, we want youto evolve with us. We will not only provide you with the development and supportyou need to succeed, but a suite of learning platforms and opportunities tohelp you get to where you want to go.
We will encourage you to develop yourskills and aspirations whatever they may be.
The DigitalSupport is responsible to manage the contact and overall satisfaction of XeroxCustomers by answering products and service questions as well as managingsupplies orders.
The Specialist will be responsible to perform basictroubleshooting using the knowledgebase, process and track orders, support onXerox Apps and educate customers to the use of Self Help.
The Specialist willuse several different channels to communicate and fulfil customer needs toensure satisfaction.
The role would suit an enthusiastic candidate with customer service experienceand a willingness to learn and develop.
Main Responsibilities :
SupportCustomer requiring technical assistance (all offers).
Support andguide customers on the utilization of Xerox Support Apps.
Assistance trackingopen requests for services and consumables.
Manageinteractions via any supporting communication channels (Phone, Text Chat, VideoChat).
Meet andexceed individual and team targets.
Comply withrequired processes and procedures.
Proactively monitorthe customer s equipment alerts.
Utilize allavailable tools in order to resolve issues in the timeliest manner enhancingthe customer experience.
Identify andpropose changes to improve process utilizing the GCC Global change managementprocedures.
Responsibleto manage schedule adherence by being ready to start shifts / breaks on time.
Identifyand escalate exceptional recurring issues to the appropriate level.Candidate Education :
Post-Secondary Education (College,University, etc.)
CandidateBackground : Skills, Knowledge and Abilities :
TheDigital Support must have a high-school degree and basic computer skills. Anequivalent of the same in working experience is also acceptable.
Acandidate for the position must portray exceptionally strong verbal and writtencommunication skills. Need to have an ability to listen / read, analyse, andinterpret consumer feedback and relay clear, concise, and helpful information.
Be able to use customer terminology for technical terms.
Abilityto move between activities quickly and without interruption to the customer (e.g. : Text chat to video)
Ability to work flexible hours / shifts (multitime zones)Candidate SoftSkills :
Demonstrate having empathy for thecustomer experience.
High level of achievement andself-motivation; positive attitude.
Ability to makecustomer related decisions within scope of their job without supervision.
Ability to adapt to aconstantly evolving role.
Ability to work as part of a teamto achieve individual and team results.
Demonstrate Critical Thinking byusing logic and reasoning to identify the strengths and weaknesses ofalternative solutions, approaches to problems and conclusions.