Our well-established clients in the printing and consulting industry, Xerox is looking for a Customer & Technical Support Representative
Length: 12-month contract with the potential for extension and permanent placement dependent on performance.
Location: Saint John, NB. Office exceeds Provincial Covid Guideline Measures and has PPE provided
Pay Rate: $17.25/ hr

JOB PROFILE:
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 position requires Superior Customer Support Skills that include Empathy and Urgency as well as sound Technical Skills & Aptitude.

RESPONSIBILITIES:
• Provide an Excellent Customer Experience
• Solve Customer Hardware, Software and Networking problems at first 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 first call and engage escalated groups as appropriate
• Contribute to knowledge systems to enhance solutions provided to customers
• Ability 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

REQUIRED SKILLS:
• Post-Secondary Education is an asset
• 1-2 years of related experience preferred
• 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
• Ability to communicate effectively – listening, written & verbal
• Ability to deliver results independently and as a part of a team
• Strong Organizational, Prioritization & Time Management Skills
• Critical thinking and decision making
• Ability to multitask effectively with attention to detail
• High level of achievement and self-motivation


URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.

The recruiter in charge of this role is Prakash.

If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.

Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!

Please note: Adherence to our end client’s vaccination policy is a requirement.

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