Software Technical Support Associate

Hourly:Hourly rates for this position can be shared with youper your location, thisrate will fall within theposted range.

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce.

From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work.

Learn more about us at  .

Purpose of Position:

• This is an intermediate (specialist) level technical position, contributing directly to achievement of revenue growth and customer satisfaction, providing technical support to the client and Managed Services personnel, and augmenting TS (CSE) support.
• Possess working technical knowledge of Office and/or Production products/systems (including Xerox and Third Party offerings installed at client sites)
• Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actions
• Establish working relationships with Xerox groups (e.g. Solutions Managers/Consultants, Xerox Connect, Marketing Partners Group, OSG and PSG developers) and external customer’s departments (e.g. IT department) to provide 100% customer satisfaction
• Work closely with the TISM, Account Mgr, and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations’ contracts
• As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs:
• -Integration of tools and processes (at client sites) to support Managed Services initiatives
• - Managed Services site architecture and infrastructure programs
• Mentor on-site technical account associates and transfers skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software.
• Manage the technical implementation and integration of low to mid-level complexity projects, or works on complex projects under the guidance of a TISM, Account Manager or other subject matter expert

Essential Job Functions:

• Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.
• Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/repository management, etc. )
• Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services
• Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner
• Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners

Education / Experience

Required:

• Bachelors Degree, or equivalent work experience, in technical field (computer related studies, systems engineering desirable)
• Software/Hardware/Networking Certifications
• Electronic Document and Printing Professional Certification (EDPP) desirable
• 3+ years computer systems/applications and project coordination experience
  
  Broad systems knowledge; including operating systems, networks, software applications, and hardware connectivity
• For internal candidates, working knowledge of Xerox and standard third-party offerings in at least three product families
• Cross-functional team participation and leadership

Measures of Accountability:

• Installs, cancels, and renewals
• Increasing revenue by providing additional managed services.
• Employee Satisfaction and…