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Technical Helpdesk & Digital Remote Support Agent

Adecco
Job LocationKingswinford
EducationNot Mentioned
Salary12.30 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary , full-time

Job Description

Adecco are currently recruiting for Technical Helpdesk & Digital Remote Support Agent to join our key multi-national corporate client.Scope of Role:Supporting key clients by providing relevant services on all client copiers, multi-functional devices and printers.The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.MAJOR RESPONSIBILITIESManaging Customer Interactions:

  • Logging all Service incidents into the Service Management System. Validate client details and requirements on data entry, categorise and deal with appropriately
  • Ensuring customer and equipment information is kept up to date. Maintain accurate database information within all systems.
  • Processing of consumable order requests from customers and other teams
  • Support with remote troubleshooting to resolve basic issues with printer.
  • Assisting in the maintenance of auto-ordering systems to ensure customers receive consumables as and when required.
  • Handle telephone/web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff.
  • Facilitate or escalate client issues and complaints, both internally and externally.
  • Support Service Delivery Team with rationalisation programmes
Process adherence:
  • Adhere to Client/Xerox standards and procedures
  • Contribute to process improvement
  • Adhere to Client/Xerox quality standards
Coaching:
  • Participate in team meetings and 1-1 sessions with your Service Desk Manager/Supervisor.
  • Coach new team members on process, product and on specific client bases
BACKGROUND, EXPERIENCE AND QUALIFICATIONSEssential:
  • Proven track record in delivery of excellent customer service
  • GCSE grade C or above (or equivalent) in English & Maths
  • Strong attention to detail
  • Good communication skills including verbal and written
  • Good command of MS Office Suite, primarily Excel, Word and Outlook
Desirable:
  • Technical knowledge of Xerox devices and functionality
  • Experience of working to Service Level Agreements.
  • A valid British passport
Personal Characteristics:
  • Good Team Player
  • Flexible
  • Can do attitude
  • Ability to work under pressure
  • Ability to adapt to change in the workplace
  • Problem solving skills
  • Customer relationship building
  • Prioritisation & Negotiation skills
  • Customer Focus
  • Personal resilience
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy

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