Customer Care Representative / Dispatcher@ Xerox

Job Information

Job Description:

Responsibilities:
  • Answers the phone at all times and provides technical assistance
  • Creates service tickets for incoming calls prior to sending to the assigned client On-Site Administrator (OSA)
  • Tickets should be created or processed within 30 minutes of arrival unless there is a backup
  • Identifies and classifies incident types and service interruptions 
    • Adds basic network configuration information when possible, including Internet Protocol (IP) address 
    • Support problem identification 
    • Indicates if there are previous tickets for this issue
    • Diagnose issues and problems 
    • Escalate, if needed, unresolved problems to a higher level of support 
    • Places toner orders
    • Informs the OSA team member of ticket assignment if toner is at 0% 
    • Advise users on appropriate course of action 
  • Provide essential advice and support 
    • Reaches out to support team members if needed 
    • Reaches out to On-Site Administrator (OSA) team members with any information that has been uncovered through deep diving into device history
    • Communicate to OSA any changes made by the client, these should be through email 
 
Desired Skills:
  • High School diploma or General Educational Development (GED)
  • A+ Certification or one (1) year of experience or more in a similar role doing customer support and/or dispatching
  • Experience working with Window-Based operating systems a plus strong knowledge of MS Word, Excel and Outlook  
  • Ability to work under stress; prioritize and perform a variety of concurrent tasks with minimal direction  
  • Excellent customer service skills via telephone and in person  
  • Strong relationship management skills with external and internal customers are required  
  • Perform other duties and project as assigned  
  • Self-driven with the ability to work from home when needed and occasionally travel to client site
  • Valid Driver’s License with a relatively clean driving record

Benefits:
  • Competitive compensation (hourly compensation and applicable overtime)   
  • Comprehensive benefits offerings (including medical, dental, vision and life insurance)   
  • Retirement Plan – 401k   
  • Paid holidays, personal choice days and paid time off  
  • A culture that offers flexibility and a healthy work-life balance

Experience Level: Junior/Associate
Work From: Onsite

Company Information

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