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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com .

Remote Technician Position Overview: This position is responsible for intercepting placed service calls; the Remote Technician will evaluate opportunities in Triage and/or SNOW queues, validate the opportunity via the CRM and/or device data. The RT will be prepared and provide superior client experiences in every engagement. The RT position will drive client retention while reducing downtime by offering remote hardware, software, and network technical support solutions with confidence and skill.

Key Responsibilities:

• Provide remote technical support using device data & advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot and resolve issues that have been placed for service
• Utilize superior technical & client service skills as well as sound troubleshooting ability & proven technical competencies to reduce calls flowing to Field Technicians
• Be a technical leader, able to perform teach-backs & training to peers and new staff
• Act as a Remote Strategy ambassador driving success for clients with Xerox’s advanced digital service approach

Detailed Requirements:

• Provide excellent client experiences, engaging every client with assurance and knowledge of their problem.
• Personalize the experience through research and device data
• Use sound listening skills, empathy, and demonstrate care & urgency
• Effectively diffuse and recover service concerns with the client when necessary
• Demonstrate the benefits of diagnosing and resolving issues remotely
• Embrace learning & continuously develop product and software knowledge
• Engage Xerox clients in a friendly, professional, and ethical manner in every interaction
• Contribute to knowledge systems
• Provide feedback on policies and procedures to continuously improve the client experience & Xerox efficiencies

Qualifications:

• Post-secondary education is an asset
• Xerox technical support experience is required
• Demonstrated success with software & hardware problem-solving is required
• Confident, friendly and able to communicate effectively – listening, written, and verbal.
• Capable of delivering results independently and as part of a team
• Demonstrated critical thinking and informed decision-making
• Able to multitask effectively with attention to detail
• High level of achievement and self-motivation