Xerox Technical Services Support Representative with German in Iasi, Romania

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them. We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Learn more at www.xerox.com .

PURPOSE OF ROLE

The Technical Services Support Representative is responsible for applying standard processes in the Technical Servies environment for the aligned country and accounts.

Role responsibilities include, but are not limited to:

  • Data management for technical calls in ESAP

  • Developing strong relationships and teams

  • Supporting the achievement of productivity improvements

  • Contributing to service transformation

SCOPE OF ROLE

The position is a support role with accountability for ensuring effective and accurate information management for technical calls.

The position interacts with internal stakeholders and other internal support functions

MAJOR RESPONSIBILITIES

General

  • Ensure an efficient operation of the Technical Services unit by maintaining Xerox governance standards;

  • Manage escalations and offer assistance to common issues;

  • Carry out quality checks to ensure quality standards are maintained

  • Editing technical calls in ESAP for an assigned range of accounts

  • Extracting and editing manual reports in Excel, both recurring and ad-hoc. Distributing said reports to internal customers and other support functions

  • Acts as a centre of reference for Xerox systems (ESAP, Business Warehouse, etc)

  • Supports achievement of contracted SLAs and KPIs;

  • Develop a strong general knowledge of Xerox’s structural workings and what we sell, particularly for the alligned country

  • Management of emails, phone calls to be done professionally and timely;

  • Ensuring consistent and accurate application of processes

OTHER RESPONSIBILITIES AND DESIRED ATTRIBUTES

  • Ensure internal customer satisfaction by bringing a positive, constructive attitude

  • Development of knowledge in Process and Quality

  • Involvement in issue resolution for internal and external queries;

  • Proactive review of processes to identify improvements

  • Contribute to more efficient work processes and maintain the documentation

  • Participate in team meetings and general inputs in day to day improvements

BACKGROUND, EXPERIENCE AND QUALIFICATIONS

  • Language competency – good level of German and English

  • Good knowledge of the Microsoft Office Package: Excel, Word, PowerPoint etc

  • Good communication skills both verbal and written;

  • Ability to build strong relationships with remote delivery organization;

  • U nderstanding of workflow processes and ability to adapt;

  • Strong IT skills - capable of using multiple Xerox systems following training ;

  • Attention to details

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. 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.

Title: Technical Services Support Representative with German

Location: Romania-Iasi-Iasi

Requisition ID: 18005220