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Key Roles and Responsibilities
Reporting to the Office Escalated Support Team leader, the Escalated Support Specialist will provide support to Dutch-speaking customers, field engineers, and business partners engineers for escalated issues.
There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction.
Close liaison with the Next Level technical Escalation team, engineering groups, and in-country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills.
Skills & Knowledge Essential:
Fluency in English and Dutch
Minimum of 1 year working in supporting electro-mechanical devices
Skill and competency at providing professional technical telephone support.
Experienced at troubleshooting known/unknown technical queries.
Skills & Knowledge Desirable:
Living and working experience in country of customer base.
A European language in addition to the essential requirements above.
Very good knowledge of the current range of Xerox Products.
A good and detailed knowledge of the Xerographic process.
A good and detailed knowledge of Colour Printing Theory.
Strongly self-motivated to learn new skills to fulfill basic position requirements, to become an 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.
Able to maintain and project a helpful and courteous attitude in any circumstances.
Highly resilient under pressure and adaptable to unforeseen work demands.
Education and Experience
A-Level Education / Leaving Certificate or equivalent.
Relevant Technical qualifications.
A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
Able to communicate in English and Dutch language with complete accuracy and clarity, both verbal and written.
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.