General Information

City
Kochi
State/Province
Kerala
Country
India
Department
SOFTWARE ENGINEERING
Date
Thursday, January 30, 2025
Working time
Full-time
Ref#
20034736
Job Level
Individual Contributor
Job Type
Experienced
Job Field
SOFTWARE ENGINEERING
Seniority Level
Associate

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.
 
Role Description:
  • Development Support Engineers are responsible for providing application support to end-users, both internal and external, and act as the initial point of support before the development teams of those applications are engaged.
  • Development Support Engineers are SMEs who determine if an incoming problem is a code issue, a data issue or an operational issue and take appropriate next steps to mitigate the issue. These actions include establishing priority and severity, engaging various stakeholders and coordinating through the problem-solving process.
Technical Skills:
  • Experience with MS SQL Server
  • Experience in working in an Agile environment
  • Experience in enterprise technical support
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Incident management/problem management 
Good to have:
  • Any development/testing background is a plus
  • ASP.net, SSIS, SSRS is a plus
  • Development/Modification of SQL Stored Procedures /Functions/Triggers
  • ITIL certified
  • Azure Certified
Job Description:
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Act as the conduit between the customer and development teams to troubleshoot and resolve reported issues.
  • Act as an SME for the applications being supported to provide consistency for interfacing with each software development team
  • Be the voice of the customer to ensure the appropriate expectations and urgency communicated to the software development teams
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
  • Use consistent processes across all supported regions for interfacing with various support stakeholders

Responsibilities:
  • Issue Ownership: Taking full responsibility for issues reported by lower support tiers or directly by customers, ensuring each problem is resolved effectively.
  • Problem Solving: Conducting thorough research, diagnosis, and troubleshooting to find solutions to customer issues.
  • Escalation Protocol: Adhering to established procedures for escalating unresolved issues to the correct internal teams for further investigation.
  • Customer Communication: Delivering prompt and precise feedback to customers, maintaining clear and open communication channels.
  • Issue Tracking: Recording and tracking all issues diligently, guaranteeing they are resolved in a timely manner.
  • Reporting: Generating accurate reports promptly to provide insights into customer issues and resolutions.
  • Knowledge Documentation: Creating detailed technical notes and articles to expand the knowledge base, aiding in future issue resolution.
  • Live Ticket Handling: Managing live production issues that have been escalated, ensuring high-priority issues are addressed promptly.
  • Customer Engagement: Responding to inquiries from current and potential customers regarding the functionalities and features of the applications.
  • Feedback Loop: Relaying customer feedback and requirements to the development and engineering teams to inform product improvements.
Additional Requirements:
  • Timings: 6 PM to 3 AM (IST) 
  • Qualification: BE /B. Tech/MCA / M.sc IT
#Ll-AR1
< Go back