Xerox

Designation: DocuShare Support Specialist
Experience: Min 4 years
Working Time:US Business Hours
Working Mode:  Hybrid /Remote
Education: BA in Computer Science, Management Information Services, or equivalent experience required

Experience/Skills Required:

Experience in a Technical Support field, troubleshooting software problems.

(Customer Support, DocuShare, Technical Skills)

• Excellent communication skills, interpersonal skills, and customer relations skills
• Very process oriented.
• Ability to self-train and a desire to learn.
• Demonstrated computer proficiency.
• Demonstrated strong troubleshooting abilities.
• High level of motivation, maturity, and dependability under high pressure situations.
• Self-confident with an ability to work unsupervised.
• Well organized; ability to prioritize work, with attention to detail.
• Operating Systems (Windows, Linux) included but not limited to (Installation, Basic Configuration and Administration prefer Windows Server Certification)

Purpose:

• The DocuShare Support Specialist position requires an individual that is process oriented, has technical experience and a commitment to customer service excellence.
• Major Responsibilities
• Assist customers by troubleshooting software at a highly professional level.
• Analyze and identify symptoms of a problem to provide an end-to-end solution.
• Provide prompt, courteous, and professional support to our internal and external customers. 
• Understand and fully comply with team processes and procedures.
• Provision new orders and issue new licenses.
• Issue licenses for existing customers that require replacement licenses or for upgrade/migration purposes.
• Escalate cases with the cloud team to build new Cloud Servers and create tickets for our Project team as needed. 
• Meet or exceed our Service Level Agreement (SLA) metrics.
• Support teamwork within the group.
• Continuously broaden product knowledge and technical skills
• Maintain responsibility of the customer issue until a resolution is reached. 
• This role may also include providing DocuShare Technical Support and using our support ticketing system to respond to customers, troubleshoot technical issues, and provide solutions on DocuShare products.

Attributes:

• Resilient - ability to independently with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Highly organized with an emphasis on accuracy and timeliness.
• Ability to organize information and have attention to detail and accurately follow procedures.
• Proven ability to effectively communicate – listen, communicate orally and in writing with customers and co-workers.
• Strong technical/troubleshooting abilities
• Passion and ability to learn new products and software applications.