Technical Helpdesk (Tier I) Remote Role

  • Company:
    Xerox
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    23 hours ago
  • Category:
    Customer Service|Helpdesk Advisor

City: Denver State/Province: Colorado Country: United States Department: Technical Customer Services Date: Friday, April 30, 2021 Working time: Full-time Ref#: Job Level: Specialist Job Type: Experienced Job Field: Technical Customer Services Description & Requirements Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at and explore our commitment to diversity and inclusion. #Remote Position Summary This position is responsible for phone and email triage for service incidents and requests. The Customer Service Representative ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our clients. Roles and Responsibilities Ensure professional, timely and polite support to all of our clients Have in depth knowledge of our billing and ticketing systems Follow standard protocols, procedures and guidelines as provided Provide first contact to customer, closely monitor assigned service queues, verify information, and assign to appropriate technician based on skill requirements, location, or other designated criteria when necessary Verify that all opened calls contain the required and accurate information Work closely with support desk to ensure strong communication and coordination Communicate with management and team lead regarding call concerns Any other special projects or tasks assigned Skills & Abilities Communication, Oral – Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Communication, Written – Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Problem Solving – Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations. Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Team Builder – Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations. Analytical Skills – Ability to use thinking and reasoning to solve a problem. Education Requirements High School Diploma or GED; Field of Study: IT or related technical field. Experience: 2 or more years of experience in a customer service setting, preferably a call center environment Desired Skills: Ability to multi-task in a fast pace environment. Outstanding customer service and communication skills. Demonstrated accountability and ability to work within a schedule. Computer literate with working knowledge of E-mail. Willingness to adhere to all company policies and procedures. Certifications & Licenses: Related industry certifications are preferred, specifically Microsoft and ITIL. 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 and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to . Be sure to include your name, the job you are interested in, and the accommodation you are seeking. 2020 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are trademarks of Xerox Corporation in the United States and/or other countries. #LI-KD1 (Colorado only*) Minimum salary of 25k + bonus + benefits. Subject to negotiations based on additional factors such as exact location, skills, qualifications and experience. Note: Disclosure as required by SB19-085 of the minimum salary compensation for this role when being hired into our offices in Colorado.