Remote Xerox Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeXerox Full time ₱500,000 - ₱800,000

We are seeking an accomplished technical professional to fill the role of Remote Xerox Specialist. This key position will be responsible for delivering top-notch remote support and customer care to clients, utilizing strong expertise in Xerox multifunction printers and copiers.

Responsibilities
  • Inbound Call Handling: As the primary point of contact, respond promptly to inbound support calls, gathering essential information from clients.
  • Gather Information: Record customer name, company, device model/serial number, and issue description accurately.
  • Remote Troubleshooting: Diagnose and resolve common issues such as paper jams, print streaks, and driver problems remotely.
  • Troubleshooting Guidance: Guide users through troubleshooting steps or access systems remotely to resolve problems efficiently.
  • Driver & Network Configuration: Install and troubleshoot printer drivers, addressing network configuration issues like IP conflicts or device connectivity.
  • Care Management: Document service activities in the CRM system, including timestamps, machine details, issue descriptions, steps taken, and resolution status.
  • Escalation: Escalate unresolved issues to senior technicians with clear documentation.
  • Issue Tracking: Monitor open issues to ensure timely and effective resolution.
  • Customer Support: Provide calm, professional, and supportive communication throughout the troubleshooting process.
Key Qualifications
  • Xerox Expertise: 2–5 years of direct technical support experience working with Xerox printers and copiers.
  • Technical Knowledge: Strong knowledge of multifunction printers, copiers, and common hardware/software issues; familiarity with brands like HP, Ricoh, or Canon is beneficial.
  • Remote Access Skills: Proficiency with remote tools such as TeamViewer, AnyDesk, etc., to access and configure customer systems securely.
  • Communication: Excellent spoken and written English to deliver clear, empathetic, and professional support.
  • Organizational Skills: Proactive and capable of resolving issues independently or escalating appropriately.

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