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 http://www.xerox.com/ .
PURPOSE OF ROLE
The Technical Services Support Representative is responsible for applying standard processes in the Technical Services 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
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 aligned 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
Requisition ID: 18005221