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2nd Line Technical Agent

ID: #16498     Date: 06/02/18

Location England, Yorkshire and The Humber, Leeds
Company Xerox Corporation
Salary by agreement
Job type Permanent
Sector(s): IT & Telecoms jobs
Xerox Corporation

  • Proven track record in delivery of excellent customer service
  • Good experience of problem solving and working to SLA's/Targets
  • GCSE grade C or above (or equivalent) in English & Maths
  • Strong focus on, and attention to, detail and accuracy
  • Excellent communication skills, both verbal and written
  • Good command of MS Office Suite, primarily Excel, Word and Outlook
  • Basic understanding of Network Principles.

Job responsibilities

  • Promptly and efficiently handling telephone calls to ensure the best possible customer experience
  • Inviting customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
  • Facilitating or escalating customer issues and complaints, both internally and externally
  • Providing support to the Service Delivery Team
  • Liaising with various service desks, Xerox and 3rd party service providers
  • Maintaining accurate database information within XOS software application and other toolsets.
  • Progress all consumables orders, and track to resolution. (Alerts and Tickets)
  • Support and deliver accurate Installation, Move and Change processes
  • Manage team incident workflows and resolution timelines within SLA
  • Providing feedback to management on any issues with logistics and/or in relation to the quality of information received

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Name    Xerox Corporation

Phone  44 (0)800 066 5433

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