General Information

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City Lisbon State/Province Lisbon Country Portugal Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Monday, June 23, 2025 Working time Full-time Ref# 20036030 Job Level Specialist Job Type Experienced Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Seniority Level Entry Level Description & Requirements

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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 escalationsHandle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customersInvite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problemsFacilitate or escalate customer issues and complaints, both internally and externallyCo-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customersCo-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customersLiaise with Various Helpdesks, Xerox and Third Party Service Providers escalating through these avenues to closeFlexibility to take on additional tasks as directed by Team LeadValidate Customer details and requirements on data entry, categorize and deal with appropriatelyMaintain accurate database informationObtain call closures details on all dispatched calls

 

Qualifications and Experience:

A-Level Education / Leaving Certificate or equivalent.Fluency in English and one of the following languages: PortugueseMinimum of 6 months working in a similar customer support roleA good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc).Skill and competency in providing professional technical telephone support.A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.Able to control interactions with customers using persuasion and influencing skills.Able to work under pressure and deal positively with difficult situations.Aptitude for understanding and troubleshooting technical problems.Able to convey sensitivity and a positive approach to customer needs.Can demonstrate effective 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 extended period of time, and to progress within the organization.Able to be self-aware and conscientious of meeting all personal, team, & organization 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 requirementsAbility to follow relevant instruction and to use appropriately relevant Xerox knowledge basesAble to maintain and project a helpful and courteous attitude in any circumstances.Highly resilient under pressure and adaptable to unforeseen work demands.

 

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