Customer Support Agent

Xpro d.o.o. is a regional Xerox Master ASP (Authorised Service Partner) and distributor, with organization and quality of sales and support in maximum compliance with the highest standards of Xerox Corporation. In line with further expanding the scope of customer service, Xpro is looking for a Customer Support Agent

Job description

We are looking for a Customer Support Agent to assist our customers with technical issues when using our products and services.

Customer Support Agent responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email, chat, etc.
• Identify customer needs and help customers use specific products and features
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Support, Sales and Marketing teams
• Reference: K_FLf0kVyoCg5HX67J04aUx-SjtHs6l4hQkVLL8vqTc.

Preferable Skills

• Experience as a technical Customer Support Agent or similar CS role
• Experience using help desk software and remote support tools
• Familiarity with computer systems and networks, hardware and software
• Advanced spreadsheet software knowledge
• Ability to diagnose and troubleshoot technical issues
• Good communication and problem-solving skills