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Xerox Looking for Technical Helpdesk & Digital Remote Support Agent IV at Chandigarh, Chandigarh Full Time
City: Chandigarh
State/Province: Haryana
Country: India
Department: Technical Customer Services
Date: Thursday, January 13, 2022
Working time: Full-time
Ref#: 20015268
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Technical Customer Services
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For 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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Designation: Technical Helpdesk & Digital Remote Support Agent IV
Location: Chandigarh
Experience: Minimum 2 years in the current job role
Qualification: Bachelor’s Degree required /Degree in IT, business or computer science preferred
Timings: Flexible
Role: Individual Contributor
Role Definition:
The Customer Service Specialist has responsibility for the day-to-day assistance of our clients in the use of our SaaS software solutions.
Under the direction of the Quality Assurance Manager, the Customer Service Specialist will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner. The primary focus will be on troubleshooting issues, analyzing the nature of the ticket received and routing it to the correct department within Xerox. This is a helpdesk role that will require system and process knowledge, and a consultative response to customers
Specific Job Duties:
Provide timely and regular communication to customers on open cases, not letting cases remain in progress without an update for more than 2 days at a time
Become an expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan
Own all cases that have been assigned up through resolution, or to approved escalation.
Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancements or Task Assignments
Review and track all cases pertaining to, Production, Feedback, Implementation and R&D tickets for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
Proactively communicate updates with clients regarding all open cases, such as updates from Implementation and testing, or notification when a fix is available and has passed internal testing
Take lead on taking care of the tickets assigned to self and doing a proper follow up until resolution
Take lead starting the requirement gathering process for cases that will involve change management
Contribute to the client facing online Knowledge Base on a regular basis, and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources
Skills and Preferred Traits:
Exceptional verbal and written communication skills are required. Able to provide support via Service Now ticketing system
Able to handle stress with ease and not get flustered or easily frustrated
Should be open to work in different shifts
Proficiency in MS Office Skills – Excel, PP, Word
Results and goal-oriented, with a strong work ethic
Energetic, assertive, customer-centric personality
Team player with the ability to form strong working relationships with clients and team members
Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus
Ability to handle multiple issues at once, and prioritize that work
Has a strong desire to learn new technology (and may have a strong technical background – such as SQL, web servers, enterprise application support)
Should possess good knowledge of Process Documentation & be ready to accept change
(Please note Trainees or people in current role for less than a year should not apply. Need minimum of 2 years of experience in current role)
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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