Danish Digital Support Expert - Dublin 15

Location
Dublin
Salary
EUR25000 - EUR30000 per annum
Posted
12 Mar 2019
Closes
19 Mar 2019
Ref
XRX
Contact
Valentina Veronica
Sector
IT
Job Type
Permanent
Hours
Full-time
Manpower's client is an american global corporation that sells print and digital docs solution in more then 160 countries.

The Digital Support Expert serves as the point of contact for technical resolution for customers requiring assistance on the company products and is responsible for these Customer's overall satisfaction. The Expert's objective will be to troubleshoot and resolve problems recommending appropriate actions to achieve the fastest route to resolution and avoid waiting time for a field visit. The Expert will use remote access technologies to diagnose and resolve problems and communicate with customers. The Digital Support Expert is also accountable to capture repeatable solutions in the knowledgebase and make it available for self-help.



Main Responsibilities:



Provide on-demand and scheduled remote technical support to resolve Xerox customer service issues. Perform remote troubleshooting of problems in hardware, software, peripherals and communications.
Provide the customer with the benchmark level of experience at each customer interaction.
Correctly capture the customer experience and completely document the information using the appropriate tool.
Develop knowledge base entries for supported products.
Guiding the customer to install, integrate, and monitor hardware parts as applicable using customer terminology language.
360° support: Proactively monitor the customer´s equipment to identify the need of new updates/versions. Apply software patches or upgrades on the customer´s equipment.
Comply with required processes and procedures.
Utilize the right tool to resolve issues in the timeliest manner enhancing the customer experience.
Meet and exceed individual and team targets.
Identify and propose changes to improve process utilizing the GCC Global change management procedures.
Responsible to manage schedule adherence by being ready to start shifts/breaks on time.
Identify and escalate exceptional recurring issues to appropriate level.
Manage interactions via any supporting communication channels (Phone, Text Chat, Video Chat)


Qualifications and Experience:



Demonstrate Critical Thinking by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, approaches to problems and conclusions.
Demonstrate having empathy for the customer experience.
High level of achievement and self-motivation; positive attitude.
Experience supporting Break Fix technical issues
Superior communications skills; Can write at a college level and can accurately document a call for future analytics. Be able to use customer terminology for technical terms.
Fluency in Danish and English
Ability to troubleshoot software issues.
Intermediate Network knowledge.
Ability to work flexible hours / shifts (multi time zones).
Aptitude for acquiring and implementing technical knowledge in a fast-paced environment.
Bachelor's Degree -Technical Degree (Preferred).
Associates Degree or Certificate/College Level diploma with Two Years work experience is technical field or customer support. (Preferred)
Any Networking certification. (Preferred)

Location : Dublin 15

Salary is 30000 k + Benefits (Pension, life insurance, social club, bonus structure)

Sounds Interesting? Apply today!

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