• Ensure that the Xerox Service Manager is always updated of the status of all the In-Scope Devices.
• Update and maintain accurate In-Scope Devices data records on both XSM and SAP.
• Respond with sense of urgency to all proactive/reactive incidents and queries received from MPS customers.
• Provide first level technical assistance, support, and training for incoming queries and issues related to In-Scope hardware, and software. Ask questions to determine the nature of problem.
• Record and update information of all the actions taken, like, time, date and nature, etc., in SAP and XSM.
• Write training manuals and create customized email templates for common and repeated issues.
• Periodically check that all MPS customers have sufficient stock of consumables.
• Track all break-fix reactive calls by listing them in the “Helpdesk Document”
• Follow up with customers to ensure all the raised issues have been resolved.
• Ensure monthly meter read collection for all In-Scope Devices
• Gain feedback from customers about the in-scope printer usage and service experience.
• Ensure strict adherence to confidentiality clause of the Agreement.

REQUIREMENTS

Experience: 1-2 years sales or call center or technical administration experience.

Education: Degree/ Diploma or equivalent preferably in Computer Science or IT

Job Specific Skills: PC literate with the ability to trouble shoot problems related to printing, copying and document solution in addition to job production capabilities.

Generic Skills: Good communication skills, excellent customer handling, & problem solving skills.

Language: Arabic is a must

ABOUT THE COMPANY

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works every day across the globe in more than 160 countries. Xerox Emirates is a joint venture of Xerox Corporation & the Mohamed Hareb Al Otaiba Group.

Xerox Emirates reaches out to small and mid-size businesses, large enterprises, governments, graphic communications providers and partners who serve them.

We embrace the increasingly complex world of paper and digital, Office and mobile, Personal and social. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

We market the entire range of Xerox digital copy, scan, print products, solutions & Managed Print Services offerings in the UAE. The product portfolio includes high-end digital production publishing and printing systems, networked color & mono laser printers & digital multi-functional office devices and solutions. Xerox Emirates Services division offers solutions for Information Management, Business Process Outsourcing & Transportation.

Xerox Emirates is ISO 9001:2008 certified for the Quality Management System which supports Customer Service, Logistics Operations, and Information Technology Services Management.