Job Description

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. Job Location: Chandigarh (Base Location) Shift: Rotational Educational Qualification Bachelor\'s Degree required (Technical Degree) Technical Support experience preferred Excellent communication skills - written and spoken English. Roles and Responsibilities : Answering email and/or phone calls from Service Delivery Operations personnel related to requests for action, or issues with the managed service technical solution that require resolution Obtaining pertinent information from User to enable complete and accurate recording of the request or issue for eventual resolution Entering pertinent information into a ticketing system for escalation to appropriate resolver group. Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA) Triage ticket and resolve rudimentary issues. Escalate to next appropriate. Resolver Group for more complex technical issues. Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him Take feedback from Manager for corrections and/or improvements after review of Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc. Contribute to an online Knowledge Base on a regular basis, and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources (Level 1) Skills Required: Exceptional verbal and written communication skills are required Able to handle stress with ease and not get flustered or easily frustrated Able to provide sense of control and calmness to caller or originator of email. Must be open to work in different shifts and in 24x7 environment Results and goal-oriented, with a strong work ethic Energetic, assertive, customer-centric personality Team player with the ability to form strong working relationships with clients and team members Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus. Ability to handle multiple issues at once, and prioritize that work Has a strong desire to learn new technology (must have a technical background - such as Azure/AWS, SQL, web servers, enterprise application support). Technical Skills: Mandatory - Azure/AWS, SQL/PL SQL (Advance Level) Important -DevOps (Basic) Basic Networking, Windows OS/Windows Server and Linux/Unix,

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