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Software Technical Support Associate

General Information

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City

Ann Arbor, Novi

State/Province

Michigan

Country

United States

Department

TECHNICAL CUSTOMER ESCALATION

Date

Monday, March 10, 2025

Working time

Full-time

Ref#

20035315

Job Level

Individual Contributor

Job Type

Experienced

Job Field

TECHNICAL CUSTOMER ESCALATION

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

30,780

Annual Base Salary Maximum

61,560

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 (https://xerox.avature.net/en\_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en\_US/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

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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. (https://www.xerox.com/en-us/jobs/diversity)

Purpose of Position:

+ This is an intermediate (specialist) level technical position, contributing directly to achievement of revenue growth and customer satisfaction, providing technical support to the client and Managed Services personnel, and augmenting TS (CSE) support.

+ Possess working technical knowledge of Office and/or Production products/systems (including Xerox and Third Party offerings installed at client sites)

+ Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actions

+ Establish working relationships with Xerox groups (e.g. Solutions Managers/Consultants, Xerox Connect, Marketing Partners Group, OSG and PSG developers) and external customer’s departments (e.g. IT department) to provide 100% customer satisfaction

+ Work closely with the TISM, Account Mgr, and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations’ contracts

+ As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs:

+ -Integration of tools and processes (at client sites) to support Managed Services initiatives

+ - Managed Services site architecture and infrastructure programs

+ Mentor on-site technical account associates and transfers skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software.

+ Manage the technical implementation and integration of low to mid-level complexity projects, or works on complex projects under the guidance of a TISM, Account Manager or other subject matter expert

Essential Job Functions:

+ Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.

+ Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/repository management, etc. )

+ Excel in the following software applications (at minimum): MS Office Suite, MS Project, page layout/design, web browser, anti-virus

+ Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services

+ Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner

+ Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners

Education / Experience Required:

+ Bachelors Degree, or equivalent work experience, in technical field (computer related studies, systems engineering desirable)

+ Software/Hardware/Networking Certifications

+ Minimum Microsoft Certified Professional, MCP+Internet desirable

+ Electronic Document and Printing Professional Certification (EDPP) desirable

+ 3+ years computer systems/applications and project coordination experience

+ Broad systems knowledge; including operating systems, networks, software applications, and hardware connectivity

+ For internal candidates, working knowledge of Xerox and standard third-party offerings in at least three product families

+ Cross-functional team participation and leadership

Measures of Accountability:

+ Installs, cancels, and renewals

+ Increasing revenue by providing additional managed services.

+ Employee Satisfaction and peer recognition

+ Training techniques and assessment of on-site Associate learning

+ Post-Install and CSMS survey results

Additional Qualifications:

+ Maintain the utmost flexibility within job scope.

+ Ability to interface and communicate effectively with internal and external contacts (Production, Information Systems, Administrative and Managerial)

+ Project management experience helpful

+ Ability to manage many details and projects with minimal guidance (trustworthy, self-starter, etc.)

+ Develop the skills required by new technologies (Xerox and Third Party) introduced to the client’s site. Through coaching and self-initiated training, develop the capacity to progress to the (expert) level of Document Services Specialist.

Benefits We Offer:

+ Competitive compensation (base salary and uncapped commissions)

+ Significant financial rewards for overachievement

+ Comprehensive benefits offerings (including medical, dental, vision, life insurance)

+ Retirement Plan – 401k

+ Paid holidays, personal choice days, and paid time off

+ A culture that offers flexibility and a healthy work life balance

With Our Technology, Build Your Future at Xerox. Apply Now!

\#LI-MC1

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, 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 www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity 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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.