Job Description

One of 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/hr

\'The start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting... or you may be asked to start sooner than the expected start date if you are able to do so !\'

Please read the job description below. If this interests you, please send a MS-Word version copy of your resume (ASAP) along with a telephone contact number: E-mail to padhikari@teamrecruiter.com

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The recruiter in charge of this role is Prakash

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Requirements:
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
Qualifications:
REQUIRED SKILLS:
Post-Secondary Education is an asset
1-2 years of related experience preferred
Demonstrated Superior Customer Service Skills
Knowledge of Microsoft Office, Outlook, Windows desktop operating systems
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.

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 !

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We thank all applicants for their interest. Only those who meet the qualifications will be contacted through telephone/email. You are encouraged to register with us in our database to be considered for future positions available.

Please note: Adherence to our end client\'s vaccination policy is a requirement

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