Technical Help Desk Associate Job at Xerox
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City
Nashua
State/Province
New Hampshire
Country
United States
Department
Technical Customer Services
Date
Monday, April 10, 2023
Working time
Full-time
Ref#
20022338
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Associate
Description & Requirement
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com.
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For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com.
Overview:
Conway Technology Group (CTG), A Xerox Company, is hiring a Technical Helpdesk Associate who will be responsible for providing a superior customer experience while reducing customer downtime by providing remote hardware, software and network technical support solutions to internal and external customers and partners.
Requirements:
- Provide an excellent customer experience using sound listening skills, empathy and urgency; when necessary, effectively diffuse and address service concerns with the customer
- Solve customer hardware problems using Xerox systems, CareAR, AI4SD and/or software tools as appropriate
- Remotely assist with the installation of newly delivered equipment
- Proactively communicate the benefits of diagnosing and resolving issues
- Resolve incoming customer escalations and escalate urgent issues to appropriate team as necessary
- Contribute to knowledge systems to enhance solutions provided to customers
- Provide feedback on policies and procedures to continuously improve customer experience
- Maintain product and software knowledge
- Performance focused - measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
Qualifications:
- Technical support experience is preferred
- Solid problem-solving skills - experience with troubleshooting technology issues such as mobile devices, software, computers, printers, etc. is a plus
- Able to communicate effectively
- Ability to deliver results independently and as a part of a team
- Critical thinking and decision making
- Ability to multitask effectively with attention to detail
- Prior ‘support center’ experience is a plus
What We Offer:
- Competitive compensation (hourly compensation and applicable overtime)
- Comprehensive benefits offerings (including medical, dental, vision, and life insurance)
- Retirement plan
- Paid holidays, personal choice days and paid time off
- A culture that offers flexibility and a healthy work-life balance
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