Technical Support & Service Coordinator (XEROX Printer Experience) - US Client

Job description

If you're a self-starter with solid technical knowledge and excellent communication skills, this is the perfect opportunity to showcase your strengths.

Key Responsibilities:

• Act as the first point of contact for inbound support calls
• Gather essential information: customer name, company, device model/serial number, and issue description

• Diagnose and resolve common issues (e.g., paper jams, print streaks, driver problems)
• Guide users through troubleshooting steps or remotely access systems to resolve problems

• Install and troubleshoot printer drivers
• Address network configuration issues such as IP conflicts or device connectivity

• Log service activities in the CRM system, including timestamps, machine details, issue descriptions, steps taken, and resolution status

• Escalate unresolved issues to senior technicians with clear documentation
• Track open issues to ensure timely and effective resolution

• Provide calm, professional, and supportive customer communication throughout the troubleshooting process
• Maintain a high standard of service, even under pressure

Required Qualifications:

• 2–5 years of direct technical support experience working with Xerox printers and copiers

• Strong knowledge of multifunction printers, copiers, and common hardware/software issues
• Familiarity with brands like HP, Ricoh, or Canon is a plus

• Proficiency with remote tools such as TeamViewer, AnyDesk, etc., to access and configure customer systems securely

• Excellent spoken and written English to deliver clear, empathetic, and professional support

• Organized, proactive, and capable of resolving issues independently or escalating appropriately

Pay: Up to Php50,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Work from home

Schedule:

• 8 hour shift
• Night shift