Posted by Xerox makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms
Technical Helpdesk & Digital Remote Support
Location: Chandigarh
Job Description:
• Provide timely and regular communication to customers on open cases, not letting cases remain in progress without an update for more than 2 days at a time
• Become an expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan
• 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 pertaining to, Production, Feedback, Implementation and R&D tickets for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Proactively communicate updates with clients regarding all open cases, such as updates from Implementation and testing, or notification when a fix is available and has passed internal testing
• Take lead on taking care of the tickets assigned to self and doing a proper follow up until resolution
• Take lead starting the requirement gathering process for cases that will involve change management
Qualification:
· MS Office Skills – Excel, PP, Word
· SQL
· Bachelor’s Degree required
· Degree in IT, business or computer science preferred
· Customer Support experience preferred
· Good communication skills – written and spoken English