Job Description

Our client Xerox is looking for a Bilingual Customer & Technical Support Representative
Length: 12-month contract with the potential for extension and permanent placement dependent on performance.
Location: Laval, QC. Office exceeds Provincial Covid Guideline Measures and has PPE provided
Working Hours: Must be able to WORK IN ROTATING SHIFTS
Pay Rate: $20 / hour

ABOUT XEROX
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 everyday 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 and more. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

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 or expression, 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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion!

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:

• Bilingualism (French and English)
• 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

This job description is meant as a guideline for candidates considering an open contract position with Xerox. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the open position. Your response to this posting does not create, and is not part of, an employment contract with Xerox. Please note the position may change to meet the changing requirements of Xerox\'s business. Contract workers may be assigned duties either, in addition to or instead of, those set out in this posting and the position is subject to further changes at Xerox\'s discretion.

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, b

...

ut 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.

Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES!

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