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Xerox Support Manager (Manager I, Engineering Support) - - 23119 in Ref #20009824,

Support Manager (Manager I, Engineering Support) at Cochin created 11-Nov-2020"/>

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Support Manager (Manager I, Engineering Support)

General information

City: Cochin

State/Province: Kerala

Country: India

Department: Engineering Support

Date: Wednesday, November 11, 2020

Working time: Full-time

Ref#: 20009824

Job Level: Manager

Job Type: Experienced

Job Field: Engineering Support

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at at and explore our commitment to diversity and inclusion. at

Designation: Support Manager (Manager I, Engineering Support)

Location: Kochi

Experience: 8-15 Years

Qualification : B. Tech /MCA /BCA

Timings: 5:30 PM to 2:30 AM

This position required Level 1 Service desk/Technical support experience, respond to customer calls and emails. Must be able to understand technical issues and be able to log a ticket into a ticketing system, and then route to the appropriate Resolver Group to solve the technical problem. Must have technical background – such as SQL, web servers, enterprise application support. Must have impeccable English speaking & writing skills.

Technical Skills

  • Level1 Service Desk/Technical support experience.

  • Mandatory – MS Office Suite: Excel, PowerPoint, Word.

  • MS-SQL, web servers, enterprise application support.

  • Ticketing system.


  • Hands on manager to oversee team that answers email and/or phone calls from Customers related to requests for action, or issues with the managed service that require resolution.

  • Train team to obtain pertinent information from User to enable complete and accurate recording of the request or issue for eventual resolution.

  • Train team to enter pertinent information into a ticketing system for escalation to appropriate resolver group.

  • Train team to provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA).

  • Must always have a grasp on all open tickets during each shift. Puts in place the mechanisms to enable this expectation even when not working.

  • Be the expert in the use and management of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him. Train the team on the use of the ticketing system.

  • Work closely with Engineering Production Support Level 2 group for bi-directional communication and work processes.

  • Over time, works with EPS L2 to transfer knowledge to L1 team to enable L1 team to resolve some problems at this point rather than escalating further.

  • Accountable for all cases that have been assigned by Team up through resolution and follow through to appropriate escalation.

  • Review and track all cases pertaining to, Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.

  • Identify areas of improvement for training opportunities with Team or individual Team Members.

  • Monitor and review client facing online Knowledge Base on a regular basis and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources (Level 1).

  • Step in to take calls or respond to emails when volume or team member absence requires it.

Skills and Preferred Traits

  • Exceptional verbal and written communication skills in English.

  • Able to handle stress with ease and not get flustered or easily frustrated.

  • Able to provide sense of control and calmness to caller or originator of email.

  • Must be open to work in different shifts and in 24x7 environment.

  • Results and goal-oriented, with a strong work ethic.

  • Energetic, assertive, customer-centric personality.

  • Team player with the ability to form strong working relationships with Customers, team members, and peer organizations.

  • Analytical and consultative focus.

  • Ability to handle multiple issues at once and prioritize that work.

  • Has a strong desire to learn new technology (must have technical background – such as SQL, web servers, enterprise application support).

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 at and explore our commitment to diversity and inclusion! at 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 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.


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