Job Information
Xerox Specialist, Production Monitoring & Customer Service Desk in Chandigarh, India
Specialist, Production Monitoring & Customer Service Desk
General Information
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City
Chandigarh
State/Province
Chandigarh
Country
India
Department
DELIVERYACCOUNTOPERATIONS
Date
Friday, January 10, 2025
Working time
Full-time
Ref#
20034775
Job Level
Individual Contributor
Job Type
Experienced
Job Field
DELIVERYACCOUNTOPERATIONS
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 and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
Purpose of role :
The Specialist, Production Monitoring & Customer Service Desk has the responsibility to ensure seamless flow of documents in production Workflows & applications and provide support and issue resolution to the Customer ina timelyand professional manner. The primary focus will be on troubleshooting issues, analyzing the nature of theissueand routing it to the correct department within Xerox. This is a helpdesk plus monitoringrole that will require system and process knowledge, and a consultative response to customers.
This positionrequires youto work24/7shifts. Exceptional verbal and written communication skills inAmerican Englisharerequired
With guidance from Production Managers, the Associate Production Engineer will work both alone and with team members to provide monitoring support,timelyissue initiation & resolution to support Throughput SLAs agreed with the customers.
Scope of role :
The primary focus will be onmonitoringthe application tool & raising issues and alerts with the relevant team via ticketing tool and then keeping the customer up to date with the necessary information via email and or ticketing application. This is a Monitoring plus Helpdesk Role that will require system and process knowledge, anda stronganalytical approach.
MAJOR RESPONSIBILITIES
Supporting 24/5 Working Environment
Entering pertinent information into a ticketing system for escalation toappropriate resolvergroup.
Providetimelyand proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
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 and continuouslymonitordocuments flow in system through applications & other supporting tools.
Take lead on taking care of the tickets assigned to self and doing a proper follow up until resolution
Works autonomously within established procedures and practices
May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals andmaintainschedules
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
Reporting &followingup in case of any abnormality in Invoice Flow in applications to relevant Teams
Take lead on dispositioning of all tickets entered by self and doing a proper follow up withappropriate escalationteams until resolution
Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him
Take feedback from Manager for corrections and/or improvements after review.
Work on simplification of Workflow Tools & Exceptions.
Issue Identification & Analyzing the impact.
Contribute to the Knowledge Repository on a regular basis, and update remediation steps to provide users within the team with a valuable self-service guide to use before reaching out to IT Team
Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
Supports the deployment of security standards deployment and readiness and compliance to various requirements asdeemednecessary from time to time like GDPR, ISO, SOCetc
Should be ready to accept change as per the process and or business requirement
BACKGROUND, EXPERIENCE AND QUALIFICATIONS
Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience
Should be open to work in different shifts
Strong process management skills
Demonstrated ability to work collaboratively - in a matrix management environment
University degree with significant industry experience in a related field
Experienced in ITIL, PMPetcwill be an added advantage
Relevant Professional qualifications like Lean Six Sigma,etcwill be preferred
Results and goal-oriented, with a strong work ethic
Energetic, assertive, customer-centric personality.
Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
Ability to handle multiple issues at once, and prioritize that work
Hasa strong desireto learnnew technology(and may have a strong technical background – such as SQL, web servers, enterprise application support).
Shouldpossessgood knowledge of Process Documentation
Exceptional verbal and written communication skills arerequired. Able to provide support via ticketing system
Able to handle stress with ease and not get flustered or easily frustrated
Team player with the ability to form strong working relationships with clients and team members
Provides suggestions and improvement ideas for process.
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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, 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: https://www.xerox.com/en-us/jobs/diversity 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.