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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

You must be a resident of Ireland or willing to relocate, with support, and have eligibility to work in Ireland.

Xerox is looking for a fluent Danish speaking Customer Support Agent, where you will be the first point of contact for customers to provide the best and most cost-effective solutions to the end user. There is a strong focus on meeting required SLA and KPI’s and we incentive this with a bonus opportunity.  Additionally, this role will work as a liaison with various escalation teams will be a key task within the role.

The roles will suit enthusiastic candidates with customer service experience and a willingness to learn and develop. We will consider candidates who are already based in Dublin or willing to relocate (generous relocation package provided).
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, deal with appropriately
• Maintain accurate database information
• Obtain call closures details on all dispatched calls
• Works within established procedures with a moderate degree of supervision
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures

Qualifications and Experience:

• A-Level Education / Leaving Certificate or equivalent.
• Fluency in Danish and English in writing and speaking
• Minimum of 6 months working in similar customer support role
• A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.).
• Skill and competency at 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 target
• 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 to maintain and project a helpful and courteous attitude in any circumstances.
• Highly resilient under pressure and adaptable to unforeseen work demands.