Remote
Position Type
Full time
Requisition ID
31089
Level of Education
HS Diploma or GED
Years of Experience
1+ to 2 Years
About XBP
XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.
As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between our company and our clients, providing exceptional support and assistance. Your primary responsibility will be to address client inquiries, troubleshoot technical issues, and ensure timely resolution of all support requests. You will play a vital role in maintaining client satisfaction and fostering positive relationships by delivering high-quality service and support.
Job Description
About the Role:
As a Customer Service Representative/Technical Site Representative, your primary responsibility is for electronic print, but not limited to copiers, printers, multifunctional printer equipment, customer satisfaction, troubleshooting, hardware and related technology, and Help Desk assistance.
Key responsibilities include, but are not limited:
· Maintaining equipment, meter reads, color printer calibration, etc.
· Ordering supplies
· Maintaining identified metric reports
· Coordinating Device ordering, logistics and transportation
· Providing assessment and recommendations for device requests
· Scheduling remote Device machine on a routine basis
· Responding to end-user service calls within one (1) business hour to
· provide first level of support.
· Acting as single point of contact for Device support and supplies
To perform the job successfully, requires being able to demonstrate the following competencies:
· Problem Solving - identify and resolve problems in a timely manner
· Oral Communication — listens, clarifies and responds appropriately
· to questions.
· Planning/Organizing — set prioritizes and plans work activities
· To use work time efficiently.
· Quality - demonstrates accuracy and thoroughness
· Attendance/Punctuality - consistently at work and on time
· Dependability - follows instructions and responds to management
· direction
· Ability to work independently
Essential Qualifications:
· High school diploma or equivalent (GED) preferred
· Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.
· Basic experience in networking functions including IP addresses and DNS, print servers
· 1-2 Years customer service experience
· Consistent walking, lifting, and standing is required
· Experience with maintaining and basic troubleshooting of printers, copiers, and fax equipment
· Good mechanical skills including comfort with opening printer and adding toner, cleaning, replacing networking cards, maintenance/usage kits
· Perform other duties as assigned by supervisors, demonstrating flexibility and adaptability in task execution.
· Work in various environments, including office settings, computer rooms, production floors, warehouses, and shipping/receiving areas, with occasional exposure to environmental factors like dust, dirt, toner, and ink.
· Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.
· Ability to work at a computer for extended periods.
· Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
· Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment.
· Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.
· Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships.
· Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.
· Ability to interfacing with end user in professional manner, sense of urgency
· Ability to effectively work individually or in a team environment
· Competency in performing multiple functional tasks
· Ability to meet employer's attendance policy
· Capability to stand, walk, grasp, reach with hands and arms, sit, talk, or hear as required by job duties.
· Ability to engage in repetitive motion activities like twisting, bending, and climbing.
· Lifting up to 50 pounds
· Standing for long periods of time
· Significant walking
· Close vision and ability to focus are necessary for performing tasks accurately.
"The pay range for this position starts at $17/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”
