Multifunction Printer Specialist

2 days ago

Baguio City, Cordillera, Philippines beBeePrinter Full time ₱400,000 - ₱800,000
Job Title: Multifunction Printer Specialist

We are seeking an experienced and detail-oriented professional with strong expertise in Xerox multifunction printers and copiers.

As a key member of our team, you will be the first point of contact for clients, delivering top-notch remote troubleshooting and customer care.

Key Responsibilities
  • Inbound Call Handling: Handle incoming support calls as the first point of contact.
  • Gather Essential Information: Collect customer name, company, device model/serial number, and issue description.
  • Remote Troubleshooting: Diagnose and resolve common issues such as paper jams, print streaks, and driver problems.
  • Guide Users through Troubleshooting Steps or Remotely Access Systems to Resolve Problems.
  • Driver & Network Configuration: Install and troubleshoot printer drivers and address network configuration issues.
  • CRM Documentation: Log service activities in the CRM system, including timestamps, machine details, issue descriptions, steps taken, and resolution status.
  • Escalate Unresolved Issues: Document and escalate unresolved issues to senior technicians.
  • Track Open Issues: Monitor and track open issues to ensure timely and effective resolution.
Required Skills and Qualifications
  • Xerox Experience: 2–5 years of direct technical support experience working with Xerox printers and copiers.
  • Technical Expertise: Strong knowledge of multifunction printers, copiers, and common hardware/software issues. Familiarity with brands like HP, Ricoh, or Canon is a plus.
  • 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.
  • Organized, Proactive, and Capable of Resolving Issues Independently or Escalating Appropriately.

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