Expert Remote Technical Support Specialist

2 days ago

Cainta, Calabarzon, Philippines beBeeXerox Full time ₱600,000 - ₱1,000,000

We are looking for a highly skilled and detail-oriented remote technical support specialist with strong expertise in Xerox multifunction printers and copiers. You will be the first point of contact for clients, delivering top-notch remote troubleshooting and customer care.

Responsibilities
  • Inbound Call Handling: Act as the first point of contact for inbound support calls.
  • Gather essential information: customer name, company, device model/serial number, and issue description.
  • Remote Troubleshooting: Diagnose and resolve common issues (e.g., paper jams, print streaks, 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.
  • 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 customer communication throughout the troubleshooting process.
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. 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.

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