General Information
City Saint John State/Province New Brunswick Country Canada Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Thursday, July 3, 2025 Working time Full-time Ref# 20036057 Job Level Individual Contributor Job Type Early Career Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Seniority Level Associate Currency CAD - Canada - CA Annual Base Salary Minimum 31,140 Annual Base Salary Maximum 62,280 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers. If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search. Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.Description & Requirements
About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com .
Position Summary:
The After-hours Digital Support Agent role will report to the dayshift MPS Operations Manager but also take operational direction from the After-Hours Team Lead. This role will ensure superior client experiences in every engagement through fast and friendly responses, accurate ticket creation and effective workload management. This role requires an individual with a high degree of self-motivation and proven track record of reliability.
The After-hours Digital Support Agent position is critical in the Service Support Cycle for Restricted accounts. These overnight & weekend positions will focus primarily on live engagements for service ticket creation however the remote resolution of issues may also be required using advanced tools appropriate to the issue at hand.
- The After-Hours CEC team will provide daily coverage Monday to Thursday, 9pm to 7am EST
- Coverage gaps may require schedule flexibility during some weekends however the management team will work closely with the field to limit
- Strong communications and organizational skills are required
- Proven ability to provide best in class client service
- Must be capable of diffusing issues with empathy as well as sound technical skills & aptitude.
Key Responsibilities:
- Client Service Excellence: Ensure each client engagement is friendly, positive, & effective
- Workload management: Work in idle and during down times, participate in ticket management and other opportunities to benefit the overall business
- Feedback and Improvement: Provide feedback to improve policies and procedures to evolve the After-Hours program with a relentless focus on achieving results & delivering premium experiences
- Learning & Development: Continuously improve skillsets through Learning Central & other Xerox sanctioned learning tools
Qualifications:
- Education: Post-secondary education is an asset
- Experience: Xerox technical support experience is an asset
- Motivation: High level of achievement and self-motivation
- Accountable for the achievement of a positive client experience
- Must be resilient, passionate and have a sense of urgency about achieving results
- Must be reliable with a proven history of excellent attendance
- Must be a positive contributor to the team environment
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