Software Technical Support Associate
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About The 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.
