Multifunction Printer Specialist

1 day ago

Bacoor, Calabarzon, Philippines beBeePrinter Full time $40,000 - $60,000
Technical Support Specialist

We are seeking a highly skilled and detail-oriented Technical Support Specialist to provide top-notch remote troubleshooting and customer care services.

Key Responsibilities:
  • Inbound Call Handling: Respond to inbound support calls in a timely and professional manner.
  • Gather Essential Information: Collect client details, device information, and issue descriptions to facilitate effective issue resolution.
  • Remote Troubleshooting: Diagnose and resolve common issues related to Xerox multifunction printers and copiers.
  • Driver & Network Configuration: Install and troubleshoot printer drivers, as well as 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 and ensure timely and effective resolution.
  • Customer Communication: Provide calm, professional, and supportive communication throughout the troubleshooting process.
Required 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 to access and configure customer systems securely.
  • Communication: Excellent spoken and written English to deliver clear, empathetic, and professional support.
  • Organizational Skills: Organized, proactive, and capable of resolving issues independently or escalating appropriately.

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