p2 - customer and technical support representative - saint john.

Xerox is a premium brand and customers globally associate that with a belief that they will always be treated with the utmost care, knowledge, and professionalism. Based on performance, individuals in this role can be considered for permanent hire by Xerox. Xerox is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities.

The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR®, remote desktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails & Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis & entitlement validation (determining the Customer’s warranty/contract and/or billing status) prior to placing an onsite service call or escalating.

• This position is focused on Remote Technical Support & requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills & Aptitude.
• Xerox provides extensive training on all troubleshooting tools, products & systems.
• Xerox’s Digital Service approach enables remote success for our customers & has been cutting edge for many years with devices designed to get customers back to work quickly. This also ensures that our field technicians can get to the customers that truly need them, the fastest.

Advantages
- Work for Xerox, a top-tier organization
- $17.50 per hour
- Monday to Friday
- No weekends
- Rotating shifts between 8am to 10pm
- Work in Saint John, NB
- This is a 11 month contract with the potential for extension and permanent placement dependent on performance


When you are placed through Randstad, you are also eligible for preferred rates on health, dental, and life insurance, as well as a corporate discount service. This Value-add program provides you with a wide range of options to suit your needs.

Responsibilities
As a Customer and Technical Support Representative, your duties will be to:
• Provide an Excellent Customer Experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the Customer
• Solve Customer Hardware, Software and Networking problems at first contact using Xerox Systems, CareAR and/or Software Tools as appropriate
• Proactively communicate the benefits of diagnosing and resolving issues
• Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
• Contribute to knowledge systems to enhance solutions provided to customers
• Can Execute processes unique to Xerox Major Account Customers to ensure Service Level Agreements are met
• Provide feedback on Policies and Procedures to continuously improve Customer experience
• Maintain product & software knowledge
• Performance focused – measured on providing great experiences and resolving technical issues by making good business decisions on each interaction
• Represent Xerox to Customers & Partners in a Friendly, Professional and Ethical manner

Qualifications
• Post-Secondary Education is an asset
• Technical support experience is an asset
• Solid Problem-Solving Skills - experience with troubleshooting technology issues such as Xbox, PlayStation, mobile devices, software, computers, printers, etc. is an asset
• Friendly & Able to communicate effectively – listening, written & verbal
• Ability to deliver results independently and as a part of a team
• Critical thinking and decision making
• Ability to multitask effectively with attention to detail
• Prior ‘support center’ experience not required
• High level of achievement and self-motivation

Summary
If you're interested in the Customer and Technical Support Representative role in Saint John with Xerox, please apply online at www.randstad.ca. Qualified candidates will be contacted.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.