Xerox Multifunction Printer Technician

2 days ago

Lipa City, Calabarzon, Philippines beBeeTroubleshooter Full time ₱250,000 - ₱400,000

We're seeking a seasoned Technical Support Professional to provide exceptional remote troubleshooting and customer care for Xerox multifunction printers and copiers. You'll be the primary point of contact for clients, delivering prompt and accurate assistance.

Responsibilities
  • Inbound Call Handling: Respond to incoming support calls in a timely and professional manner
  • 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 clear, professional, and supportive customer communication throughout the troubleshooting process
Required Qualifications
  • Xerox Expertise: 2–5 years of direct technical support experience working with Xerox printers and copiers
  • Technical Knowledge: Strong understanding 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 and empathetic support
  • Organized, proactive, and capable of resolving issues independently or escalating appropriately

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