Who is that person behind the curtain? Part Two.

Written by: Sara Fessler – Guest Blogger

This is the second of our two interviews focusing on those dedicated support super heroes – Xerox Remote Support Specialist.  If you missed the first, please click here.

Mary_RSS2Meet Mary Miglis, a major foodie and a dedicated member of our Remote Technical Support team (RTS). Mary has been with Xerox for 30 years! Before she became a Remote Support Specialist (RSS) she was a dedicated Service Technician who worked in the field responding to service calls. As an RSS she is one of the first voices you hear when you call in looking for support and works with you to solve your problem as soon as possible.

Mary was one of the original 40 Xerox team members to join the RTS team and with her years of experience “having her hands in the machine” she is a perfect fit to help customers over the phone. All our RSS’s have at least 25 years of hands on experience working directly on Xerox devices.

The benefits of the RTS team are bountiful. You no longer only have the option of waiting hours to days for a service call, and instead start receiving help right away. Mary believes the RTS team will give you the confidence to fix the problem yourself, getting you back to business as soon as possible. “The program gives customers the confidence and tools to know how to fix a similar problem next time. We make the process of getting support painless”. That’s because every time you call in for support the first person you speak with has had hands on experience and specializes in the product you need help with. When you call in and give the serial number of your product the system recognizes and directs your call to the next available RSS with your product specific training. That means no first level welcome center or being transferred multiple times repeating the same information.

It’s that easy to reach an individual ready to share all the knowledge that you’ll need. Don’t worry though, we won’t make you pick up a screwdriver and start taking the machine apart. All the instructions RSS’s give you will be easy to follow and simple enough that anyone can do them! If it gets too complicated or the problem is too involved the RSS will schedule you a service call and send a technician out as soon as possible.

Getting help to get you back to business is easy, all you have to do is ask. Our dedicated and knowledgeable team will work their hardest to identify the problem and solve it. Getting you back to business as soon as possible is our goal and our Remote Technical Support team is happy to be at your service!

I hope you enjoyed these interviews and we look forward to serving you in the future.

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  1. Bill Sylvester August 19, 2014 - Reply

    I sent an email a while ago about my Xerox 6015 constantly calling for a Magenta cartridge. I have installed two and it still doesn’t work. I tried using the cleaning tool provided with the machine but cannot insert it into the cavity – seems to be blocked.
    Any ideas?

    • Cheryl Otstott August 28, 2014 - Reply

      Hi Bill,
      Thank you for reading the At Your Service blog. Please make sure you are using genuine Xerox supplies. Follow all the steps for changing the toner including the power off and unplugging the power cord. If the problem continues with genuine Xerox supplies then you would need to have a service technician look at the machine.

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