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Xerox Technical Call Center Specialist

Location:San Diego, CA
Salary Range:$11-$13/hour
Exempt/Non-Exempt:Non-Exempt
Employment Type:Full Time
Description:Call Center –Level One Technical Specialist

Why work at MRC? Check out our video!
https://vimeo.com/57617376

Description:
The Xerox Call Center Technical Specialist is a full-time position who is responsible for providing immediate technical support and service via phone to customers experiencing equipment issues or having network questions related to MRC office technology equipment.
Major Responsibilities
• Provide first-level contact and problem resolution for customers with hardware, software and applications problems.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling the support cases.
• Perform to the level of all expected benchmarks (response times, issue resolutions, etc.)
• Provide accurate and timely logging of problems and resolution for problems in the OMD, and MWA database.
• Act as a liaison between customers and external support staff to assure accurate problem interpretation.
• Maintain communications with customers during the problem resolution process.
• Utilize superior customer service skills.
• Help support our team of Analysts.
• Supporting sales representatives on sales calls over the phone and in the field

Basic Requirements:
• Strong IT and technical background
• Experience troubleshooting printer issues, including hardware and software
• Ability to work in a fast paced environment.
• Excellent communication skills, including listening and questioning.
• Detail oriented
• Must possess strong technical call center skills
• Exceptional critical thinking skills to assist in problem solving.
• Ability to multi-task.
• Ability to work independently as well as to meet deadlines.
• Strong skills in Microsoft Office. (Excel, Word, Access, etc…)

Desired Qualifications:
• BS/BA/AA degree in IT, IS or other related field.
• Technical Call Center experience.
• Knowledge in OMD, MWA.

MRC Overview:
We are one of California's leading technology and services companies specializing in document workflow solutions, software and office systems. From document management to collaborative communication tools and multifunction systems, we provide the broadest portfolio of technology and services for companies of any size and in any industry. We focus on document-driven companies and industries - from healthcare organizations, manufacturing companies and legal firms to school districts and financial service institutions - spanning all types and sizes. To bring comprehensive solutions to the market, we partner with Xerox, whose unrivaled name recognition, unsurpassed quality and extensive array of document processing products and services has made them the industry leader. MRC is a stable company and it continues to grow in size and accolades. MRC has won several awards including:
• National Innovative Customer Retention Award (imageSource Magazine), 2009
• National Dealer of the Year Award (Xerox), 1994-2009, 15 straight years
• Fastest Growing Companies (SDBJ), 2006, 2007 & 2009
• Platinum Reseller Award (Xerox), 2006-2008
• Most Admired CEO Award (SDBJ), 2009

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