Xerox Printer Support Specialist

1 week ago

Calamba, Calabarzon, Philippines beBeeTroubleshooter Full time ₱288,000 - ₱428,400
Technical Support Specialist

We are seeking a skilled and detail-oriented Technical Support Specialist to join our team. As the first point of contact for clients, you will deliver exceptional remote troubleshooting and customer care.

The ideal candidate will have strong expertise in Xerox multifunction printers and copiers, as well as excellent communication skills. This is an excellent opportunity to showcase your technical knowledge and abilities.

Responsibilities
  • Inbound Call Handling: Handle inbound support calls with professionalism and efficiency.
  • Gather Essential Information: Collect customer details, device model/serial number, and issue description accurately.
  • Remote Troubleshooting: Diagnose and resolve common issues such as paper jams, print streaks, and driver problems.
  • Guidance and Remote Access: Guide users through troubleshooting steps or remotely access systems to resolve problems.
  • Driver and 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.
  • Escalation: Escalate unresolved issues to senior technicians with clear documentation.
  • Issue Tracking: 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.
  • 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.

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