Technical Helpdesk & Digital Support Agent Lisboa

Technical Helpdesk & Digital Support Agent
Lisboa
Lisboa, Lisboa, Portugal

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City: Lisbon

State/Province: Lisbon

Country: Portugal

Department:

Date:

Working time: Full-time

Ref#: 20036030

Job Level: Specialist

Job Type: Experienced

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver
- centric and
- 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 at www.xerox.com.

Main Responsibilities:

• Act as the primary country contact for customers on all escalations.
• Handle telephone/Web calls promptly, efficiently, and with empathy to ensure a positive customer experience.
• Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems.
• Facilitate or escalate customer issues and complaints, both internally and externally.
• Coordinate all consumable calls to enable dispatch of Xerox & Multi-vendor consumables to customers.
• Coordinate all Break/Fix calls to enable dispatch of Xerox & Multi-vendor engineers to customers.
• Liaise with various helpdesks, Xerox, and
  - party service providers, escalating through these avenues to close issues.
• Flexibility to take on additional tasks as directed by Team Lead.
• Validate customer details and requirements on data entry, categorize, and deal with appropriately.
• Obtain call closure details on all dispatched calls.

Qualifications and Experience:

• A-Level Education / Leaving Certificate or equivalent.
• Fluency in English and one of the following languages: Portuguese.
• Minimum of 6 months working in a similar customer support role.
• Good knowledge of IT fundamentals, operating systems, desktop applications, networking, and network protocols.
• Skill in providing professional technical telephone support.
• Interest in developing detailed printer hardware knowledge to a Specialist level.
• Able to control interactions with customers using persuasion and influencing skills.
• Able to work under pressure and handle difficult situations positively.
• Aptitude for understanding and troubleshooting technical problems.
• Ability to convey sensitivity and a positive approach to customer needs.
• Effective interactive skills and ability to work as part of a team.
• Self-motivated to learn new skills and progress within the organization.
• Aware of and conscientious about meeting personal, team, & organization metrics.
• Excellent team player with a committed approach to responsibilities.
• Flexibility with working time patterns to align with
  - country requirements.
• Ability to follow instructions and use relevant Xerox knowledge bases.
• Maintain a helpful and courteous attitude in all circumstances.
• Highly resilient under pressure and adaptable to unforeseen demands.