Job Information
Xerox Technical Helpdesk & Digital Remote Support Agent in Lisbon, Portugal
Technical Helpdesk & Digital Remote Support Agent
General Information
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City
Lisbon
State/Province
Lisbon
Country
Portugal
Department
TECHNICALHELPDESK&DIGITALREMOTE_SUPPORT
Date
Tuesday, March 4, 2025
Working time
Full-time
Ref#
20035105
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICALHELPDESK&DIGITALREMOTE_SUPPORT
Seniority Level
Entry Level
Description & Requirements
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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. (https://www.xerox.com/en-us/jobs/diversity)
Main Responsibilities:
Act as the primary country contact for customers on all escalations
Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
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
Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers
Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers
Liaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to close
Flexibility to take on additional tasks as directed by Team Lead
Validate Customer details and requirements on data entry, categorize and deal with appropriately
Maintain accurate database information
Obtain call closures 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
A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc).
Skill and competency in providing professional technical telephone support.
A strong aptitude and 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 deal positively with difficult situations.
Aptitude for understanding and troubleshooting technical problems.
Able to convey sensitivity and a positive approach to customer needs.
Can demonstrate effective interactive skills and ability to work as part of a team.
Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, and to progress within the organization.
Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets.
Excellent team player with a committed approach to teamwork and customer responsibilities.
Flexibility with working time patterns which will need to align with in country requirements
Ability to follow relevant instruction and to use appropriately relevant Xerox knowledge bases
Able to maintain and project a helpful and courteous attitude in any circumstances.
Highly resilient under pressure and adaptable to unforeseen work demands.
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Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.