• 19-Nov-2019 (PST)
  • Saint John, NB, CAN
  • Contract

Priority is currently partnering with our client, Xerox Corporation in a mass recruitment effort for Bilingual and Unilingual Customer & Technical Support Representatives in the Saint John area. We are seeking exceptional client service-oriented individuals who are looking to work at one of Canada's Top 100 Employers!

This position is responsible for a great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime.


The C&TS Representative is critical in the Support Cycle by proactively selling the benefits of troubleshooting via Telephone, Video Conferencing and Web Chat. When a Remote Solution is not possible, responsibilities will extend to diagnosing the issue, determining the Customer's warranty/contract and/or billing status prior to placing an onsite service call or escalating.  This position requires Superior Customer Support Skills that include Empathy and Urgency as well as sound Technical Skills & Aptitude.


Detailed Requirements

  • Provide an Excellent Customer Experience
  • Solve Customer Hardware, Software and Networking problems at first contact using multiple Xerox Systems and Software Tools
  • Proactively sell the benefits of diagnosing and resolving issues via Telephone, Video Conferencing and Web Chat
  • Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary
  • Resolve issues on the first call and engage escalated groups as appropriate
  • Contribute to knowledge systems to enhance solutions provided to customers
  • Ability to Execute processes unique to Xerox Major Account Customers to ensure Service Level agreements are met
  • Interchange among a variety of Xerox systems and technologies
  • Provide feedback on Policies and Procedures to continuously improve Customer experience
  • Maintain product knowledge
  • Meet and exceed performance targets
  • Represent Xerox to Customers in a Professional and Ethical manner


  • Post-Secondary Education is an asset
  • Bilingualism (French and/or Spanish) an asset
  • 1-2 years of related experience preferred
  • Demonstrated Superior Customer Service Skills
  • Experience using Social Media technologies (Skype, Facetime, Google Duo)
  • Experience with Apple and Android devices to support video conferencing
  • Solid Problem-Solving Skills
  • Ability to communicate effectively listening, written & verbal
  • Ability to deliver results independently and as a part of a team
  • Strong Organizational, Prioritization & Time Management Skills
  • Critical thinking and decision making
  • Ability to multitask effectively with attention to detail
  • High level of achievement and self-motivation


The operational hours for this position are Monday to Friday 8am to 10pm (Rotational Shifts) also, you will receive $14/hour plus Shift Premiums / and or Language premiums where applicable.


We thank you for your interest in the role, only those selected for screening will be contacted.

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