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C&TS Representative DSE I (Bilingual)-25092

Saint John, NB
This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime.

The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of troubleshooting via Telephone, Video Conferencing and Web Chat. When a Remote Solution is not possible, responsibilities will extend to diagnosing the issue, determining the Customer’s warranty/contract and/or billing status prior to placing an onsite service call or escalating.

This position requires Superior Customer Support Skills that include Empathy and Urgency as well as sound Technical Skills & Aptitude.

Provide an Excellent Customer Experience
Solve Customer Hardware, Software and Networking problems at first contact using multiple Xerox Systems and Software Tools
Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencing
and Web Chat
Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to
appropriate team as necessary
Resolve issues on the first call and engage escalated groups as appropriate
Contribute to knowledge systems to enhance solutions provided to customers
Ability to Execute processes unique to Xerox Major Account Customers to ensure Service Level
Agreements are met
Interchange among a variety of Xerox systems and technologies
Provide feedback on Policies and Procedures to continuously improve Customer experience
Maintain product knowledge
Meet and exceed performance targets
Represent Xerox to Customers in a Professional and Ethical manner

Post-Secondary Education is an asset
Bilingualism (French and/or Spanish)
1-2 years of related experience preferred
Demonstrated Superior Customer Service Skills
Experience using Social Media technologies (Skype, Facetime, Google Duo)
Experience with Apple and Android devices to support video conferencing
Solid Problem-Solving Skills
Ability to communicate effectively – listening, written & verbal
Ability to deliver results independently and as a part of a team
Strong Organizational, Prioritization & Time Management Skills
Critical thinking and decision making
Ability to multitask effectively with attention to detail
High level of achievement and self-motivation

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