Job Description

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 and explore ourJob Title: Specialist, Production Monitoring & Customer Service DeskGlobal Title: Delivery Account Operations Associate ProfessionalJob Location: ChandigarhTotal Experience: Min 4 yrsQualification- Graduate or Diploma Holders, preferably (BSc, BTech - IT/CS, BCA etcWork Mode: WFOShift Timing: 24*5Technical skills:

• Mandatory: MS Office Skills Excel, PP, Word, Working Knowledge of ITSM tools Service Now, SysAid, Jira
• Important: SQL Basics (User level)

Educational:

• Mandatory: Graduate or Diploma Holders, preferably (BSc, BTech - IT/CS, BCA etc)
• Important: PG/Masters in related fields
• Good To Have: Certifications or any additional diplomas related to the profile

Requirements:

• Mandatory: Exceptional communication skills - written and spoken English

Other requirements:

• Mandatory: 24/7 Rotational Shifts
• Important: Multi-tasking and Analytical mindset.

• Flexible and agile

Good To Have:

• Basic knowledge Global Financial Processes especially AP
• Should have been in an IT Support role or experience for 5+ years
• Understanding of Invoices and Payment processes in B2B environment

Purpose of role:

• The Specialist, Production Monitoring & Customer Service Desk has the responsibility to ensure seamless flow of documents in production Workflows & applications and provide support and issue resolution to the Customer in a timely and professional manner. The primary focus will be on troubleshooting issues, analyzing the nature of the issue and routing it to the correct department within Xerox. This is a helpdesk plus monitoring role that will require system and process knowledge, and a consultative response to customers.
• This position requires you to work 24/7 shifts. Exceptional verbal and written communication skills in American English are required
• With guidance from Production Managers, the Associate Production Engineer will work both alone and with team members to provide monitoring support, timely issue initiation & resolution to support Throughput SLAs agreed with the customers.
• Scope of role:
• The primary focus will be on monitoring the application tool & raising issues and alerts with the relevant team via ticketing tool and then keeping the customer up to date with the necessary information via email and or ticketing application. This is a Monitoring plus Helpdesk Role that will require system and process knowledge, and a strong analytical approach.

MAJOR RESPONSIBILITIES

• Supporting 24/5 Working Environment
• 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)
• Own all cases that have been assigned up through resolution, or to approved escalation
• Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancements or Task Assignments
• Review and track all cases and continuously monitor documents flow in system through applications & other supporting tools.
• Take lead on taking care of the tickets assigned to self and doing a proper follow up until resolution
• Works autonomously within established procedures and practices
• May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintain schedules
• Generates new and innovative solutions to complex problems, and proposes improvements to processes
• Analyzes complex technical problems and delivers solutions where precedent may not exist
• Reporting & following up in case of any abnormality in Invoice Flow in applications to relevant Teams
• 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.
• Work on simplification of Workflow Tools & Exceptions.
• Issue Identification & Analyzing the impact.
• Contribute to the Knowledge Repository on a regular basis, and update remediation steps to provide users within the team with a valuable self-service guide to use before reaching out to IT Team
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
• Supports the deployment of security standards deployment and readiness and compliance to various requirements as deemed necessary from time to time like GDPR, ISO, SOC etc.
• Should be ready to accept change as per the process and or business requirement

BACKGROUND, EXPERIENCE AND QUALIFICATIONS

• Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience
• Should be open to work in different shifts
• Strong process management skills
• Demonstrated ability to work collaboratively - in a matrix management environment
• University degree with significant industry experience in a related field
• Experienced in ITIL, PMP etc. will be an added advantage
• Relevant Professional qualifications like Lean Six Sigma, etc. will be preferred
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality.
• 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 (and may have a strong technical background such as SQL, web servers, enterprise application support).
• Should possess good knowledge of Process Documentation
• Exceptional verbal and written communication skills are required. Able to provide support via ticketing system
• Able to handle stress with ease and not get flustered or easily frustrated
• Team player with the ability to form strong working relationships with clients and team members
• Provides suggestions and improvement ideas for process.

Location of this role:Work from Office, Chandigarh. Company may advise to relocate within India based on business requirements with reasonable notice. Travel overseas may be required but typically the role will be home based with travel as required.#LI-SS1#LI-OnsiteShare this job: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 or expression, 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 and explore our commitment to diversity and inclusion! 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 talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.xc2xa9 2025 Xerox Corporation. All rights reserved. Xeroxxc2xae and Xerox and Designxc2xae are trademarks of Xerox Corporation in the United States and/or other countries.

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