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Xerox Customer Support

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Xerox Customer Support Position Overview

Job Title: Tier 1 Tech Support Advisor

Location: Work from Home

Training Hours:

  • 4 weeks of training
  • Schedule: 9 AM to 6 PM or 1 PM to 10 PM
  • Must be flexible

Job Responsibilities

  • Resolve Billing and Payment Issues: Assist customers with billing inquiries and payment problems.
  • Process Refunds and Regrant Downloads: Handle requests for refunds and re-grant downloads for digital products.
  • Password Resets: Help customers reset their passwords securely.
  • Handle Various Account Issues: Address and resolve a variety of account-related issues.
  • Technical Troubleshooting: Provide solutions for technical problems customers encounter with their devices.
  • Customer Service Excellence: Ensure every customer interaction meets high standards of satisfaction.
  • Timely Call Resolution: Resolve issues efficiently to ensure customer satisfaction.
  • Multitasking: Manage multiple applications and tasks simultaneously.
  • Product Solutions: Offer appropriate product solutions based on customer needs.
  • Quality Maintenance: Maintain the highest quality standards in all interactions.
  • Other Duties as Assigned: Perform additional tasks as needed.

Requirements

  • Technical Aptitude: Enjoy troubleshooting and understanding technology.
  • Customer Interaction Experience: At least 6 months of experience interacting with customers via phone, chat, or in person.
  • Customer Focus: Strong dedication to customer satisfaction.
  • Remote Work Discipline: Ability to work independently and follow a set schedule.
  • Flexibility: Availability to work between 11:00 AM and 11:00 PM CST, including weekends and holidays.
  • Multitasking Ability: Capable of managing multiple applications at once.
  • Web and Device Knowledge: Familiarity with navigation, search engines, downloading music, and various web applications. Experience with smartphones, tablets, PCs, or Macs.
  • Training Commitment: Ability to attend 5-6 weeks of online/virtual training on a fixed schedule, including possible nights or weekends.
  • Typing Speed: Minimum typing speed of 25 WPM while conversing with customers.
  • Pre-employment Requirements: Successful completion of a pre-employment assessment, criminal background check, and drug screen.

At Home Qualifications

  • Workspace: A quiet, distraction-free work environment with an ergonomic chair and desk.
  • Internet Service: High-speed internet (minimum 10 Mbps download and 1 Mbps upload) from a reliable provider.

Benefits of Working at Xerox

  • Full-Time Employment: Steady, reliable employment.
  • Benefits: Comprehensive benefits package.
  • Growth Opportunities: Opportunities for career development and advancement.
  • Competitive Wages: Attractive salary with potential for bonuses.
  • Paid Time Off: Generous PTO policy.
  • Employee Discounts: Access to discounts on various products and services.
  • Additional Perks: Various other benefits and incentives.

Application Process

  • Pre-employment Assessment: Required assessment to be completed after submitting the application.
  • Note: Submitting a resume is not considered a completed application. Follow the instructions to submit your application properly.

Apply Now: Visit Xerox Careers to apply and complete the required assessment.

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