Technical Helpdesk & Digital Remote Support Agent with Danish **General Information** Press space or enter keys to toggle section visibility City Lisbon State/Province Lisbon Country Portugal Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Tuesday, August 5, 2025 Working time Full-time Ref# 20036227 Job Level Specialist Job Type Experienced Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Seniority Level Entry Level **Description & Requirements** Press space or enter keys to toggle section visibility **About Xerox Holdings Corporation** For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com . **Main Responsibilities:** + Act as the primary country contact for customers on all escalations + Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers + Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems + Facilitate or escalate customer issues and complaints, both internally and externally + Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers + Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers + Liaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to close + Flexibility to take on additional tasks as directed by Team Lead + Validate Customer details and requirements on data entry, categorize and deal with appropriately + Maintain accurate database information + Obtain call closures details on all dispatched calls **Qualifications and Experience:** + A-Level Education / Leaving Certificate or equivalent. + Fluencyin **English** and one of the following languages: **Danish** + Minimum of **6 months** working inasimilar customer support role + A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc). + Skill and competencyinproviding professional technical telephone support. + A strong aptitude and interest in developing detailed printer hardware knowledge to aSpecialistlevel. + Able to control interactions with customers using persuasion and influencing skills. + Able to work under pressure and deal positively withdifficult situations. + Aptitude for understanding and troubleshooting technical problems. + Able to convey sensitivity and a positive approach to customer needs. + Candemonstrateeffective interactive skills and ability to work as part of a team. + Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extendedperiod of time, and to progress within the organisation. + Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets. + Excellent team player with a committed approach to teamwork and customer responsibilities. + Flexibility with working time patterns which will need to align with in country requirements + Ability to follow relevant instruction and to use appropriately relevant Xerox knowledge bases + Able tomaintainand project a helpful and courteous attitude in any circumstances. + Highly resilient under pressure and adaptable to unforeseen work demands. \#LI-AI1 \#LI-HYBRID Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.