Multifunction Printer Technical Support Specialist

3 days ago

Makati City, National Capital Region, Philippines beBeePrinter Full time ₱450,000 - ₱750,000

We are seeking a highly skilled Technical Support Professional to provide top-notch remote support for clients experiencing issues with multifunction printers and copiers. As the first point of contact, you will be responsible for delivering exceptional customer care through prompt and professional communication.

Key Responsibilities
  • Inbound Call Handling: Respond promptly to incoming support calls and gather essential information from clients
  • Gather client details: 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
  • Address network configuration issues such as IP conflicts or device connectivity
  • Service Activity Logging: Document service activities in the CRM system, including timestamps, machine details, issue descriptions, steps taken, and resolution status
  • Elevate unresolved issues to senior technicians with clear documentation
  • Track open issues to ensure timely and effective resolution
Requirements
  • 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 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
  • Organized, proactive, and capable of resolving issues independently or escalating appropriately

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