Publicat 28 Iun 2019 | Reactualizat 26 Iul 2019 | Expiră 29 Iul 2019

Remote Support Specialist with Italian

5 posturi
Anunț inactiv

Acest anunț a expirat și nu este disponibil pentru aplicare.

Înapoi la joburi

Candidatul ideal

Skills, Knowledge and Abilities:

  • Strong technical skills
  • Strong communications skills; written and verbal
  • Very good level of Italian
  • Good level of English
  • Ability to work flexible hours / shifts (multi time zones)
  • Demonstrate success in solving problems remotely (over telecommunications using problem solving / technical ability)
  • Abilities to encourage customers to participate
  • Keyboard skills
  • Aptitude for acquiring and implementing technical knowledge in a fast paced environment
  • Self-motivation | positive attitude
  • Ability to work independently in high pressure situations
  • Self-sufficient and resilient
Nice to have:
  • Minimum 2 years of experience and proven success in a technical support position.
  • Intermediate Network knowledge

Descrierea jobului

Purpose of the role:

  • The Remote Support Specialist (RSS) provides and is responsible for overall customer satisfaction of Xerox Remote Services support. Acts as a Remote Support Specialist for customers experiencing issues with Xerox product performance, usage and reliability.
  • Accepts “warm” transfers of customers calling into the Welcome Center for specific products to provide remote technical support and technical assistance to customers. Will schedule field service repair calls when remote solutions are unsuccessful.
  • Provides CSE with additional information regarding the call, i.e. what parts may be needed if call is not resolved remotely.
Main Responsibilities:
  • Provide on-demand and scheduled remote technical support to resolve Xerox customer service issues either over the phone or through e-mail and social media.
  • Perform remote troubleshooting of problems in hardware, software, peripherals and communications.
  • Follow documented escalation procedures
  • Support other team members to resolve client issues
  • Meet or exceed RSS position Key Performance Indicators (KPIs)
  • Utilize KCS knowledge
  • Identify and track known problems and document them within the team
  • Maintain/enhance skills levels according to future technology trends.
  • Maintain Subject Matter Expert (SME) on assigned products by attending required technical training sessions
  • Ability to diffuse and recover in highly sensitive situations with customers
  • Be able to successfully communicate with customer as well as at senior leadership and executive level
  • Ensure customers receive optimal value from their Xerox services & solutions.
  • Leverage technology initiatives that improve productivity of services delivery (e.g. remote access tools) resources.
  • Act with a sense of urgency; prioritize escalations and ensure communications to all stakeholders is consistent and timely
  • Establish and maintain good customer relations, with both internal and external customers
  • Understand responsibilities and processes of all groups; understand the goals and requirements of Xerox Technical Services
  • Work effectively in a team environment as well as independently

Descrierea companiei

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.


Remote Support Specialist with Italian  -  HCL Technologies Ltd.

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