Solution Support Level 1

Cebu
Permanent
Full-time

21 days ago

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.Responsibilities :Work in a dynamic Technical Support Center to support complex solution products involving server-based, cloud-based, and device-based software and firmware. The Solutions Agent requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.Job Responsibilities:
· Provide technical support for complex solutions products for highly knowledgeable customers, such as trained help desks, service technicians, IT administrators through phone and email
· Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
· Own each issue until customer confirms it is resolved and own customer communications (call-back, status updates, etc) related to the issues customers report
· Maintain professional communication with customers in all circumstances
· Establish relationship with the customer, gaining knowledge of the customer’s environment, configuration, business, and build trust and rapport with the customer.
· Calm and assure customers who are upset by product or other issues
· Adapt to customer’s level of knowledge
· Collaborate with team members to increase the efficiency and effectiveness of the processes/procedures.Qualifications:
· Graduate of a college degree preferably computer or engineering related courses
· At least 2-3 years Technical support experience in a BPO industry
· Basic knowledge in Computer/Printing Fundamentals & Networking
· Knowledgeable on products involving server-based, cloud-based and device-based software and firmware
· Proficient knowledge in Microsoft Office applications
· Effective written, verbal and interpersonal skills
· Excellent analytics and research skills
· Keen to details
· Willing to work on a shifting scheduleHow to Apply ?Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!Global Privacy NoticeLexmark is committed to appropriately protecting and managing any personal information you share with us. Click to view Lexmark's Privacy Notice.

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