General Information

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City Washington State/Province District of Columbia Country United States Department DELIVERY_ACCOUNT_OPERATIONS Date Wednesday, October 23, 2024 Working time Full-time Ref# 20034309 Job Level Individual Contributor Job Type Experienced Job Field DELIVERY_ACCOUNT_OPERATIONS Seniority Level Associate Currency USD - United States - US Annual Base Salary Minimum 33,360 Annual Base Salary Maximum 66,720 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.
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.

Primary Responsibilities:

Remotely resolve and/or reassign the resolution of hardware, software and application issues (workstations, notebooks, cell phones, pagers, applications, and client specific systems).Resolve advanced level hardware and software problems that cannot be resolved by Associate I helpdesk employees.Identified as technical and client service advanced support - provides day to day procedural and technical direction to other helpdesk and field associates.Develop a solution that resolves the problem and delivers optimum value for Xerox and the customer to maximize productivity and achieve business results (PEP metrics).Take ownership for problem management.Use a workflow-based decision-making process that considers the impact on the customer and key business results.Use and share technical best practices with the customer and other team members to maximize customer value, productivity, and expense objectives.Provides review and editing of established service processes using personal experience and solicited input of associates.Provide service level agreement support to DCA employees to ensure the team attains the contractual service levels.Know all SLA matrices and participate in escalation processes designed to mitigate potential attainment failures.May be required to provide customer satisfaction service results at customer meetings using presentations of services and discovery findings.Contributes to the development of technical and client service process documentation responsibilities as assigned.The Help Desk Associate will record the customer’s call and information pertaining to the request. Some problem calls may be resolved directly over the phone.The Help Desk Associate will apply remote Service diagnostics to try to resolve the request directly if possible. If not, the request will be dispatched for onsite resolution.The Help Desk Associate will dispatch calls and assign calls in the Remedy queue to the Onsite DCA’s.The Help Desk Associate shall maintain asset inventory data,or facilitate the collection of asset inventory data such as asset serial number, asset location, customer contact name, contact phone number, address, and special instructions for reporting purposes.The Help Desk receives, tracks, and fulfills customer requests for standard consumable supplies for Xerox and Non-Xerox Branded devices covered in this Service. All Xerox branded supplies can be ordered through the Help Desk. Non-Xerox Branded supplies will be stored onsite and may be ordered through an alternate resource.These supplies may include toner, developer, fuser oil, paper, staples, binding tape, and/or other items.The Help Desk receives, logs, and processes requests to relocate Xerox Branded Equipment covered in this agreement.

Additional Benefits: 

Substantial growth opportunities for future career development within a supportive and collaborative company culture Full medical/dental/vision, wellness credits, and a company contribution to a Health Savings Account and 401k matching Paid time off, plus holidays and personal days 

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