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Xerox Technical Support Leader - - 22890 in WEBSTER, New York

Technical Support Leader at created 9-Sep-2020"/>

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Technical Support Leader

General information

Department: Software Technical Support

Date: Wednesday, September 9, 2020

Working time: Full-time

Ref#: 20009627

Job Level: Manager without Direct Reports

Job Type: Experienced

Job Field: Software Technical 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 www.xerox.com at http://www.xerox.com/ and explore our commitment to diversity and inclusion. at https://www.xerox.com/en-us/jobs/diversity

Position Overview:

We are looking for a proven Technical Support Leader to join our newly launched Xerox DocuShare Go product to build out best in class Technical Support components for the product. This leader would be a key role in the product leadership team and responsible for the establishing from ground up the Technical Support Model, Knowledge Content and an extended global team as the newly launched product grows and evolves. The right candidate will be experienced in running Technical Support Groups, proven success with Technical client support and satisfaction, and strong knowledge in the business process software and system integration. The DocuShare Go support model will span from community driven support on the entry level to quickly grow into the enterprise level upper tier live technical to technical support around the product, client installations and integration needs. This candidate will responsible to establish and scale the process, systems and content assets for technical support of the DocuShare Go product.

Responsibilities:

  • From scratch design and deploy the Technical Support Model for the DocuShare Go product

  • Player/coach role for Technical Support Team

  • Create and Manage Technical Knowledgebase

  • Maintain technical content in the Q&A Chat Bot

  • Provide technical support the Product Web Community

  • Build an efficient and innovative support process that can scale

  • Establish a professional, friendly and helpful culture with excellent customer experience

  • Manage technical support components of the Agile Release Product to remove friction and optimize the customer satisfaction

  • Establish interlock model with Engineering and Product teams to streamline the support model and feedback loops into the product

  • Monitor, optimize and report on Key Technical Support Metrics

Preferred Qualifications and Skillsets:

  • A bachelor’s or master’s degree in technology

  • 5+ years of high-tech customer support manager role or relevant experience

  • System integration experience

  • 5+ years’ experience in network engineering, field applications engineering, systems engineering, or other similar technical background

  • Business process automation experience

  • Enterprise Content Management (ECM) applications with essential understanding of document management and image-based workflows highly preferred

  • Knowledge/Experience in:

  • Operating Systems included but not limited to (installation, basic configuration and administration prefer Windows Server Certification)

  • Web Server (installation, configuration, basic administration)

  • Relational Databases (installation, basic configuration and administration)

  • Network related protocols (basic configuration and administration)

  • Internet standard: XML, webservices Rest, SOAP

  • LDAP – Microsoft Active Directory Domain Services (basic administration)

  • Self-starter with ability to prioritize, manage and track multiple priorities

  • Strong organizational skills with high attention to detail

  • Develops and fosters strong customer and partnering relationships

  • Excellent consulting, writing, communication skills

  • Demonstrates high standards of professional behavior in dealings with clients, colleagues and staff

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 www.xerox.com at https://www.xerox.com/ and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity 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.

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