Multifunction Printer Technician

We are seeking an experienced and detail-oriented technical professional to join our team as a Technical Support Specialist. The ideal candidate will have strong expertise in Xerox multifunction printers and copiers, with excellent communication skills and the ability to work independently.

• Inbound Call Handling: Respond to inbound support calls from customers and resolve issues efficiently.
• Gather essential information: customer details, device model/serial number, and issue description.
• Remote Troubleshooting: Diagnose and resolve common issues (e.g., paper jams, print streaks, driver problems) using remote tools such as TeamViewer or AnyDesk.
• Guide users through troubleshooting steps or remotely access systems to resolve problems.
• Driver & Network Configuration: Install and troubleshoot printer drivers, addressing network configuration issues such as IP conflicts or device connectivity.
• CRM Documentation: Log service activities in the CRM system, including timestamps, machine details, issue descriptions, steps taken, and resolution status.
• Escalate unresolved issues to senior technicians with clear documentation.
• Track open issues to ensure timely and effective resolution.

• 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.

We pride ourselves on providing exceptional customer service and technical support, striving to exceed client expectations in every interaction.