XeroxCorporation is an $11 billion technology leader that innovates the way theworld communicates, connects and works. Our expertise is more important thanever as customers of all sizes look to improve productivity, maximizeprofitability and increase satisfaction.
We do this for small and mid-sizebusinesses, large enterprises, governments, graphic communications providers,and for our partners who serve them.
Weunderstand what’s at the heart of work and all of the forms it can take. Weembrace the increasingly complex world of paper and digital.
Office and mobile.Personal and social. Every day across the globe in more than 160 countries our technology, software and people successfully navigate thoseintersections.
We automate, personalize, package, analyze and secureinformation to keep our customers moving at an accelerated pace.
Whywork for Xerox?
Aswe evolve our business, we want you to evolve with us. We will not only provideyou with the development and support you need to succeed, but a suite oflearning platforms and opportunities to help you get to where you want to go.
We will encourage you to develop your skills and aspirations whatever they maybe.
TheDigital Support is responsible to manage the contact and overall satisfactionof Xerox Customers by answering products and service questions as well asmanaging supplies 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.
Support Customer requiring onsite assistance (all offers).
Process supplies orders.
Support and guide customers on the utilization of Xerox SupportApps.
Assistance tracking open requests for services and consumables.
Manage interactions via any supporting communication channels(Phone, Text Chat, Video Chat).
Meet and exceed individual and team targets.
Comply with required processes and procedures.
Proactively monitor the customer s equipment alerts.
Utilize all available tools in order to resolve issues in thetimeliest manner enhancing the customer experience.
Identify and propose changes to improve process utilizing the GCCGlobal change management procedures.
Responsible to manage schedule adherence by being ready to startshifts / breaks on time.
Identify and escalate exceptional recurring issues to theappropriate level.
CandidateEducation & Background :
High School Diploma (preferred : Post-Secondary Education (College,University, etc.)
Any Software certification
German Native language - fluency level (mandatory)
The Digital Support must have a high-school degree and basiccomputer skills. An equivalent of the same in working experience is alsoacceptable.
A candidate for the position must portray exceptionally strongverbal and written communication skills. Need to have an ability tolisten / read, analyze, and interpret consumer feedback and relay clear, concise,and helpful information.
Be able to use customer terminology for technicalterms.
Language Level Native German Spoken and written
Ability to move between activities quickly and withoutinterruption to the customer ( e.g. : Text chat to video)
Basic Software knowledge (preferred)
Ability to work flexible hours / shifts (multi time zones)
CandidateSoft Skills : Required :
Demonstrate having empathy for the customer experience.
High level of achievement and self-motivation; positive attitude.
Ability to make customer related decisions within scope of theirjob without supervision.
Ability to adapt to a constantly evolving role.
Ability to work as part of a team to achieve individual and teamresults.
Demonstrate Critical Thinking by using logic and reasoning toidentify the strengths and weaknesses of alternative solutions, approaches toproblems and conclusions.
Ability to diffuse and recover highly sensitive and volatilesituations.
Title : Digital Solutions Representative - German Speaker
Location : Portugal-Lisbon-Lisbon
Requisition ID : 19000372
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military / veteran status, citizenship status, basis of genetic information, or any other group protected by law.