Software Technical Support Associate (Onsite) - Rochester, NY

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.

Overview:

Xerox Company, is hiring a reliable, upbeat, customer service oriented Technical Support who will be supporting customers via phone, remote access, or online. The Software Technical Support Associate will diagnose and resolve hardware, software, internet connectivity, and other technical issues for customers, following standard procedures. Key responsibilities include delivering customer support, troubleshooting issues, communicating technical solutions, and maintaining expertise in relevant applications and systems. This is Onsite (University Campus) role so individuals may reside in Rochester, NY.

Duties and Responsibilities:

• Responds to customer inquiries regarding service, equipment, supplies, hardware, software, internet connectivity, and other technical issues for customers.

• Answers a variety of real-time inbound calls, email, and chats to support customer care.

• Travel within the client location to support client needs

• Using a computerized system, responds to customer inquiries in a call center environment.

• Resolve customer queries and complaints, which fall within the scope of the assigned responsibilities. Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.

• Ensures high level of customer satisfaction is obtained with each interaction.

Preferred Qualifications:

• Exceptional customer service skills.

• High energy, self-motivated, self-starter.

• Experience with Microsoft (MS) Word, MS Excel, and MS Outlook.

• Must be able to effectively handle multiple projects simultaneously in a deadline driven environment.

• Ability to work independently and as part of a team.

• The individual will be expected to take ownership of and accountability for his / her work product.

• Excellent verbal, written communication, and interpersonal skills.

• Detail oriented.

• Ability to interface effectively with associates and managers at all levels.

• Must have a professional demeanor and be able to stay calm under pressure.

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