General Information

Country
United States
Department
TECHNICAL CUSTOMER ESCALATION
Date
Friday, April 4, 2025
Working time
Full-time
Ref#
20035175
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICAL CUSTOMER ESCALATION
Seniority Level
Associate
Currency
USD - United States - US
Annual Base Salary Minimum
40,260
Annual Base Salary Maximum
80,520
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Hourly: Hourly rates for this position can be shared with you per your location, this rate will fall within the posted range.

Description & Requirements

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Main Responsibilities:

Issue Management:
  • Lead and support assigned projects, supporting both hardware and software in client’s environment.
  • Post install support of client facing technology (hardware, software, and customer escalations)
  • Connection of MFDs; software installs and patching, escalations
  • Configure device settings, apply customer security standards
  • Device testing in client office
  • Manage and maintain Xerox Device Manager servers
  • Serve as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

Service & Product ownership:
  • Coordinate with contract partner to ensure firmware updates are up to date; run annual security audits on firmware levels and device password management
  • Coordinates referrals to appropriate technical, professional, or service personnel
  • Provides functional task leadership and coordinates special projects and system upgrades
  • Support print management, cloud printing, and enterprise fleet management software.
  • Client management:
  • Briefs customers and/or management on the status of resolution efforts
  • Recommends system or process improvements, including procedures, training, and enhanced documentation

Service Management:
  • Progress reporting of development & test activities
  • Service reporting against KPIs
  • Change management

Qualifications: 
  • Communication: Clear interaction with users
  • Helpdesk experience: 1ST line support, technical
  • Technical Knowledge: Basic IT systems, hardware, and software
  • Technical Knowledge: Microsoft Office Suite, Xerox Device Manager
  • Problem-Solving: Logical troubleshooting
  • Customer Service: Ensuring user satisfaction and maintaining strong customer relationships
  • Time Management: Handling multiple requests efficiently

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