City
Chandigarh
State/Province
Chandigarh
Country
India
Department
Technical Customer Services
Date
Monday, April 3, 2023
Working time
Full-time
Ref#
20022603
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Associate
Description & Requirements
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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.
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, analysing 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.
This position requires to work 24/7 shifts. Exceptional verbal and written communication skills in American English are required.
SPECIFIC JOB DUTIES:
SKILLS AND PREFERRED TRAITS:
When providing the Premium Support the Xerox Premium Support Expert will:
tickets may be excluded from this daily report but should be provided no later than at the end of each calendar week.
(SVG updates).
Service, one with Basware only and the second one together with Basware and Basware Premium Support Customer.
o The Premium Customer meeting is to provide a forum for any interdependencies between xerox scan and capture,
Gateway and BT Support to ensure alignment. For sake of clarity, Basware will provide any resources needed to support
the discussions from Gateway or BT support perspective, Xerox will provide support only for S&C.
o The meeting together with Basware and Basware Premium Customer is to go through any issues and to discuss service
improvements.
as follows:
o Critical 8 hours
o High 16 hours
o Medium 80 hours
o Low 160 hours
Years of Experience 2-6 Years
The Candidate should also Provides suggestions and improvement ideas for process.
Mandatory
Important
Good to have
Technical skills:
Educational
requirements:
·
Other requirements: