Xerox Customer Support Operations: Subject Matter Expert in New Brunswick, Canada

Location: Saint John, NB Customer Support Center

POSITION CONCEPT

This position is responsible for the achievement of excellent Customer Satisfaction results and Remote Solutions Performance on A4 & A3 Entry Level Products. On a daily basis this individual will serve as the Subject Matter Expert supporting the XOG teams in Saint John & MBJ. This position encompasses all aspects of Customer Support which includes Hardware, Software, Networking, Applications and Operating systems. The ELS SME is responsible for the development and delivery of training Technical curriculum to XOG Product Support Specialists. The SME will work closely with the Team Manager to consistently meet and improve team performance as well as work virtually with Value Chain and Offshore Partners. Through the monitoring and coaching cycle, the SME will provide feedback on the use of all tools, troubleshooting skills and the delivery of World Class Customer Service. The successful candidate will be responsible for working closely with Product Launch teams and play a critical role in all Knowledge Base initiatives.

The successful candidate will be responsible to maintain the XOG Lab Equipment to enable the team to provide an Enhanced Level of Software support to our Customers.

MAJOR RESPONSIBILITIES

  • Develop Technical curriculum to effectively support new Product offerings and ELS Strategy

  • Be a contributing participate in all Product Launch and Knowledge Base initiatives

  • Provide Leadership to drive successful results in Customer Satisfaction and Remote Solutions

  • Provide Support to Product Support Reps at the point of need, driving First Call Resolution

  • Provide Coaching and Feedback to Product Support Reps on Call Quality and Remote Solutions

  • Maintain a Sense of Urgency when dealing with Sensitive Customer Issues

  • Provide data analysis used to collaborate with Manager to enable the improvement of Remote Solution Results and Customer Satisfaction

  • Collaborate with Second Level Teams in support of Enhanced Level Support Strategy

QUALIFICATIONS

  • Leadership and Ownership of Enhanced Level Support Success

  • Superior Technical Skills

  • Superior Communications Skills; Written and Verbal

  • Advanced level of PC literacy, required

  • Advanced Networking Knowledge: Windows; MAC Environment

  • Demonstrate success in Remote Skills (Strong Troubleshooting and Problem Diagnosis Ability)

  • Aptitude for Acquiring and Implementing Technical Knowledge in a fast paced Environment

  • Curriculum Development, Training and One on One Coaching Experience

  • Solid Planning and Organizing ability

  • Ability to multitask effectively with attention to details

  • High level of motivation, maturity & dependability under high pressure situations

  • Personal Drive for Business Results

  • University degree or minimum 2 year Post Secondary Diploma

  • Certifications are an asset

  • Standard Tenure Requirements Apply

  • Ability to work flexible hours / shifts between 8:00 AM and 8:00 PM EST Monday through Friday

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

Title: Customer Support Operations: Subject Matter Expert

Location: Canada-New Brunswick-Saint John

Requisition ID: 19000168

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.

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