The Northwest Group
  • Boise Office Equipment
  • Boise, ID, USA
  • $14.50 - 16.50 DOE
  • Hourly
  • Full Time

Medical, dental, Vision, 401(k) w/ matching program, RX, Flexible Spending, Life, AD&D, LTD, 401(k) with company match, credit union, paid holidays.

The Customer Care Center Level II Technical Representative is a full-time position that is responsible for providing immediate support and service via phone to customers experiencing equipment issues or having network questions related to office technology equipment.

This is an excellent opportunity to launch your career. We offer solid coaching, and individual mentoring designed to provide the very best opportunity to succeed. Qualified applicants should have experience and/or training related to electro/mechanical equipment repair and display good communication skills, both written and verbal.


About BOE, A Xerox company...

Boise Office Equipment (BOE), A Xerox Company, is one of Idaho's leading technology and services company 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.

Key Responsibilities:

  • Utilize superior customer service skills.
  • 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 E-Automate 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.
  • Act as a liaison between customers needing service and field technicians.
  • Use company database, reports, proprietary software, and vendor websites to assist customers on the phone.
  • Works with manufacturer, as required, to provide technical assistance to end users.

Required Experience and Skills:

  • Ability to work in a fast paced environment
  • Excellent communication skills, including listening and questioning
  • Exceptional critical thinking skills to assist in problem solving
  • Ability to work independently as well as to meet deadlines.
  • Previous demonstration of reliability, being on time, ready to work, and dedication are a must.
  • Experience with printers/MFPs
  • Experience using Windows XP and Windows 7, and Microsoft Word and Microsoft Excel.
  • Experience accessing Knowledgebase information from Manufacturer & Vendor databases and websites.
  • Must be able to work effectively as part of a team
  • Strong customer service and phone skills.
  • Strong organizational skills and attention to detail
  • Ability to work independently and keep momentum and focus

Desired Qualifications:

  • Experience as a Field Technician preferred
  • Network + Certification Experience in a call center environment
  • A+ Certification
  • An AA degree or certification in computer networking
  • 30+ wpm typing speed


BOE, A Xerox Company is proud to be an EOE.


The Northwest Group
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