Xerox Multifunction Printer Support Specialist

3 days ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time ₱250,000 - ₱500,000

We're looking for a skilled Technical Support Specialist with expertise in Xerox multifunction printers and copiers.

Key Responsibilities
  • Inbound Call Handling: Act as the first point of contact for support calls.
  • Gather essential information: customer details, device model/serial number, and issue description.
  • Remote Troubleshooting: Diagnose and resolve common issues such as paper jams, print streaks, or 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 like 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.
  • Customer Communication: Provide calm, professional, and supportive communication throughout the troubleshooting process.
Required Skills & Qualifications
  • Xerox Experience: 2–5 years of 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 like 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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