Technical Helpdesk & Digital Support Agent- Nordic support Lisboa

Technical Helpdesk & Digital Support Agent- Nordic support
Lisboa
Lisboa, Lisboa, Portugal

City: Lisbon

State/Province: Lisbon

Country: Portugal

Department:

Date: Monday, March 31, 2025

Working time: Full-time

Ref#: 20035473

Job Level:

Job Type: Internship

Job Field:

Seniority Level: Entry Level

Description & Requirements

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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day 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, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Customer Satisfaction & Quality Analyst

We are looking for a new team member with good English skills and native in one of the following languages: Danish, Norwegian, or Swedish.

Main responsibilities:

• Facilitate the improvement of business procedures and practices
• Support the vendor to develop process improvement plans
• Assess process changes before implementation
• Facilitate process and work instructions maintenance including adherence to change control policy
• Carry out Process Audits to ensure correct and consistent application of process across all sites
• Participate in Lean Six Sigma process improvement projects as required
• Coordinate ISO compliance
• Disaster recovery/Business Continuity – responsible for auditing vendor processes
• Agree sample sizes and quarterly customer satisfaction survey plans with vendor
• Monitor results of Customer satisfaction surveys and facilitate the closure of actions to address issues between the vendor and the countries.
• Act as the central point of contact with the vendor on the process to measure customer satisfaction for the outsourced services.
• Proactively work with the vendor and internal customers to identify root causes of dissatisfaction and to agree and track actions and responsibilities which will increase customer satisfaction to benchmark levels
• Work with Vendor to identify customer satisfaction improvement opportunities
• Participate in regularly scheduled process and Customer Satisfaction review meetings with the vendors
• Identify and support Genesys/Mindful improvement through ideas, identify issues and log support tickets

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