Technical Support Professional

24 hours ago

Tarlac City, Central Luzon, Philippines beBeeXerox Full time ₱375,000 - ₱550,000
Job Summary

We are seeking a skilled and detail-oriented Remote Technical Support Specialist to deliver top-notch remote troubleshooting and customer care. The ideal candidate will have strong expertise in Xerox multifunction printers and copiers, with excellent communication skills and the ability to work independently or escalate appropriately.

Key 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 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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