Job Description

Junior Associate Consultant (Technical Helpdesk & Digital Remote Support Agent IV)

General Information

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City

Chandigarh

State/Province

Chandigarh

Country

India

Department

Technical Customer Services

Date

Friday, July 28, 2023

Working time

Full-time

Ref#

20030886

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Description & Requirement

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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 and explore our

Designation: Junior Associate Consultant (Technical Helpdesk & Digital Remote Support Agent IV)

Location: Chandigarh, India

Experience: 2-6 Years (Min 2 Years Relevant)

Qualification: bachelor\'s degree required (IT/Business/CS- preferred)

Shift Timings: Rotational Shift- Male, Day Shift- Female. Working Mode- WFO

Mandatory Skills- Customer Support Experience, Excellent Communication Skills, MS-Office.

Good to have- SQL Server, Ticketing Tools Experience (Service Now, SysAid, Remedy, etc).

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:

• 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

• 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
• Should be ready to accept change.

Years of Experience - 2-6 Years

Mandatory

- CVs without these requirements will not be shortlisted under any circumstance

Important

- CVs without these requirements will only be shortlisted if candidate appears very strong on other requirements

Good to have

- CVs without these requirements may be shortlisted if candidate appears strong on other requirements

Technical skills:

MS Office Skills - Excel, PP, Word

• SQL

Educational

requirements:

Bachelor\'s Degree required

Degree in IT, business or computer science preferred

Customer Support experience preferred

Good communication skills - written and spoken English



Other requirements:

Should be open to work in different shifts

• Patience and multi-tasking
• Flexible and agile to match fast changing business landscape.

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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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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 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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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