What are the responsibilities and job description for the Account Support Representative (Multiple Locations) position at Xerox?
City: Atlanta
State/Province: Georgia
Country: United States
Department: Service Delivery
Date: Thursday, November 17, 2022
Working time: Full-time
Ref#: 20020937
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Service Delivery
Seniority Level: Associate
Description & Requirements
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 xerox.com and explore our commitment to diversity, inclusion and belonging.
The Account Support Representative role is a key services delivery operations associate position. The Account Support Representative provides the services delivery support to the client by providing break fix, supplies support and MACD requests. Objectives of position are to deliver operational excellence and customer service interface.
Key components of success include: delivering operational excellence & SLA achievement, client satisfaction and retention, exhibit teamwork (internally & externally), managing the account supply levels, interacts with internal leaders (sales and operations), identify additional opportunities to grow revenue and reduce costs, Audit compliant with parts inventory. Supports device configuration and is accountable for maintaining device uptime.
Support multiple accounts in territory including locations in Baxley, Waynesboro and Atlanta, GA as well as Columbia and Birmingham, AL. Other locations could be added as needed
Has responsibility for delivering break fix, supply, and MACD requests to meet the service level agreement with the client. Key focal for problem resolution, timely escalation (including TS) and to ensure closed loop process.
Client Relationship Management:
Serve as the primary customer contact for supplies management, break fix, and all MACD requests
- Provide back up support for troubleshooting and triage as needed.
- Escalate service issues to Xerox technical service team
Services Delivery:
Basic device cleaning and replacement of operator accessible parts and consumables per equipment specifications.
- Perform basic equipment problem diagnosis
- Contact service as required (Xerox and 3rd party)
- Utilize Xerox web-based applications
- Driving to customer locations is required
- Escalate printer network issues to appropriate resource
- Responsible for firmware updates and configuration of devices
- Submit XSM (Xerox Service Manager) updates asset management tickets. Includes MACD
- Supply ordering and point of contact
- First point of contact for customer engagement.
- Support XWC (Xerox Workplace Cloud) mobile print solution. Includes troubleshooting remote installs.
- Triage/Level 1 support of break fix activities (paper jamming, print quality issues, device faults)
- Travel required to Baxley, Waynesboro, and Atlanta, GA as well as Columbia and Birmingham, AL. Other locations could be added to support the business.
- Technical background is required. Will be working with technical support staff on a daily basis to ensure machines on site are running properly.
- Extensive background check involved from customer. Includes background, financial, and government checks as these sites require them.
- Role will be based out of Atlanta area, but require travel to other sites listed above to support coverage for vacations and sick/absence.
Achieve Contract Service Level Agreements/Customer Satisfaction:
Ensure SLAs are adhered to per SOW
Financial/ Business Growth:
Maintain on-site operator replaceable parts inventory
Required Qualifications:
High School Diploma or Equivalent
- Docucare Product Training
- PC / Internet - Level 2
- Network Connectivity Knowledge (Device Management, Print Queue, Print Driver Mgmt)
- Utilization of CareAR
Preferred Qualifications:
Qwik solver or Equivalent education/experience.
- Competitive product and network management tools as required
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 or expression, 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! 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.
© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.
Salary : $27,300 - $34,500
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