Software Technical Support Associate

Job Posting

City Ann Arbor, Novi State/Province Michigan Country United States Working time Full-time Ref# 20038782 Job Level Individual Contributor Job Type Experienced Seniority Level Associate Currency USD - United States - US Annual Base Salary Minimum 41,940 Annual Base Salary Maximum 83,880

Description & Requirements

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.