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Customer & Technical Support Representative (Webster, NY)

Company: Paladin Consulting, Inc
Location: Webster
Posted on: March 20, 2023

Job Description:

Paladin Consulting is currently hiring a Customer & Technical Support Representative to join our team working onsite at our client's office located in Webster, NY.We work with companies that offer environments for our employees to contribute, learn, and advance their career. We treat you like you are part of the family.Job Title:Customer & Technical Support RepresentativeWork Location:Webster, NYDuration: Long-term contract with option to hireHours: Can work holidays, is flexible to varying shifts ranging from 7am - 11pm (Mon Friday)Education/Experience Required: High school or equivalentJob Description: This position is responsible for providing a superior Customer experience while reducing Customerdowntime by providing Remote Hardware, Software and Network Technical support solutions to Internaland External Customers & Partners.The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR, remotedesktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails &Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis &entitlement validation (determining the Customer's warranty/contract and/or billing status) prior to placingan onsite service call or escalating.Responsibilities :

  • This position is focused on Remote Technical Support & requires Superior Customer Service
  • Provide an Excellent Customer Experience using sound listening skills, empathy & urgency; whennecessary, effectively diffuse and recover service concerns with the Customer
  • Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems & tools
  • Proactively communicate the benefits of diagnosing and resolving issues
  • Resolve incoming Customer escalations through effective negotiation and escalate urgent issues toappropriate team as necessary
  • Contribute to knowledge systems to enhance solutions provided to customers
  • Can Execute processes unique to Xerox Major Account Customers to ensure Service LevelAgreements are met
  • Provide feedback on Policies and Procedures to continuously improve Customer experience
  • Maintain product & software knowledge
  • Performance focused measured on providing great experiences and resolving technical issues bymaking good business decisions on each interaction
  • Represent Xerox to Customers & Partners in a Friendly, Professional and Ethical manner Skills & Qualifications :
    • Empathy and Urgency as well as sound Troubleshooting ability, TechnicalSkills & Aptitude.
    • Xerox provides extensive training on all troubleshooting tools, products & systems.
    • Xerox's Digital Service approach enables remote success for our customers & has been cuttingedge for many years with devices designed to get customers back to work quickly. This also
    • ensures that our field technicians can get to the customers that truly need them, the fastest.
    • Post-Secondary Education is an asset
    • Technical support experience is an asset
    • Solid Problem-Solving Skills - experience with troubleshooting technology issues such as Xbox,
    • PlayStation, mobile devices, software, computers, printers, etc. is an asset
    • Friendly & Able to communicate effectively listening, written & verbal
    • Ability to deliver results independently and as a part of a team
    • Critical thinking and decision making
    • Ability to multitask effectively with attention to detail
    • Prior 'support center' experience not required For more information or to view other opportunities, visit us at . Paladin is an EEOC employer.

Keywords: Paladin Consulting, Inc, Rochester , Customer & Technical Support Representative (Webster, NY), IT / Software / Systems , Webster, New York

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