Job Description

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City
Chandigarh

State/Province
Chandigarh

Country
India

Department
Technical Customer Services

Date
Wednesday, April 12, 2023

Working time
Full-time

Ref#
20022584

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\xe2\x80\x99ve expanded into software and services to sustainably power today\xe2\x80\x99s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients \xe2\x80\x94 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:

• 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 \xe2\x80\x93 such as SQL, web servers, enterprise application support)

• Should possess good knowledge of Process Documentation

• Should be ready to accept change

When providing the Premium Support the Xerox Premium Support Expert will:

• Provide daily updates on all open tickets at the end of the first or the second shift based on the coverage model. Low priority

tickets may be excluded from this daily report but should be provided no later than at the end of each calendar week.

• The daily report will be in form of a ServiceNow export stating latest ticket status and activities.

• Premium support Experts will provide weekly validation feedback reconciliation report and action plan.

• Premium support team will be responsible for implementing Validation Rules & Updates.

• Premium support team will work with Xerox support/client to clarify SE Error feedback and make suggestions for improvements

(SVG updates).

• Premium support team representative will be available to attend two (2) weekly meetings per End Customer included in the

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.

• Incidents and cases acknowledged in maximum of four (4) Business Hours (\xe2\x80\x9cResponse Time\xe2\x80\x9d)

• Incidents and requests closed as soon as possible using best commercial endeavors. The target resolution time is based on priority

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

• 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 \xe2\x80\x93 Excel, PP, Word

• SQL

Educational requirements:

• Bachelor\xe2\x80\x99s 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