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ACSXerox

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size.
Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.
Technical Helpdesk Senior Associate with English and German or Czech
Miejsce pracy: Kraków

Primary Duties and Responsibilities:

• To provide 1st line technical support; answering support
queries via phone, email, web and Chat.
• Support must be provided via English and one or more other
European languages
• To maintain a high degree of customer service for all support
queries and adhere to all service management principles.
• To take ownership of user problems while following procedure
and be proactive when support the client even in a crisis
situation.
• Support users in the use of Computer equipment by providing
necessary training and advice.
• To allocate more complex calls to the relevant 2nd level
Support members.

Requirements:

• Relevant experience would be an advantage but is not a must
as we will provide training
• Fluent in English and Czech or German
• Must be willing to work with a team.
• Strong problem solving abilities and assertiveness
• Ability to work weekends per scheduled rotation, if applicable
• Ability to work outside of scheduled shift , if applicable, for
training or emergency
• staffing issues
• Advanced knowledge of Microsoft Operating systems and
product line would be an advantage
• Experience with remote control software and protocol would be
an advantage
• Hands on PC, printer, and other hardware experience strongly
preferred; mobile devices, terminals, routers, etc.
• Strong understanding of desktop applications would be an
advantage
• Basic networking experience with Novell and NT administration
would be an advantage a
• Microsoft, Novell, WAN certifications a plus would be an
advantage

Please submit your application t: kornelia.bryda/at/acs-inc/dot/com