Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
General Summary :
To provide high quality software support services to end-users of the Midas application suite by responding to client inquiries by phone and email, documenting, routing and tracking their requests, analyzing, troubleshooting, and resolving the issues, and educating clients in the functional and technical use of the system. In addition they will provide assistance and backup support to the Service Managers who have the primary responsibility for managing all requests and activities related to their assigned client base. Successful Help Desk Coordinators are actively trained to fulfill the Service Manager role and can expect to transition into that position immediately upon achieving the basic competency level required.
Essential Job Functions:
q Respond to customer inquiries about Midas products and services documenting them into a computerized problem log system and following up with clients to provide timely status updates.
q Analyze and research issues reported and troubleshoot independently or in collaboration with others toward the resolution.
q Develop an extensive working knowledge of the Midas product suite and educate end-users to maximize use of the software.
q Become proficient in using internal programs and tools to analyze, configure, and correct issues related to the Cache database, and system interfaces.
q Assist and educate clients responsible for managing the entire Midas system to include configuration and maintenance of servers and workstations, databases, interfaces, securities, user access, training, and protection of sensitive data.
q Become skilled at creating and compiling reports using internal reporting programs and 3rd party reporting tools.
q Provide support to Service Managers as indicated and perform special projects and other duties as assigned.
Knowledge, Skills and Abilities:
q Customer service skills (by phone and email a plus).
q Working knowledge of computer systems and basic networking.
q Knowledge of Internet Explorer and using web-based applications
q Knowledge of Microsoft Office products – Word, Excel, Outlook, PowerPoint
q Organizational and time management skills
q Ability to communicate effectively in verbal and written format with clients, co-workers and business associates in a courteous and professional manner.
q Strong analytical and troubleshooting skills.
q Ability to establish effective, professional working relationships with clients and co-workers.
q Experience diagnosing problems with software products (preferred).
Education and Experience
Associate's degree or equivalent experience/education.
Physical Requirements
Activity 0 – 24% 25 – 49% 50 – 74% 75 – 100%
Seeing: must be able to read reports, and use computer.
X
Hearing: must be able to hear well enough to communicate with others
X
Standing/Walking/Mobility: Mobility between departments and to attend meetings.
X
Sitting: ability to sit for extended periods.
X
Climbing/Stooping/Kneeling
X
Lifting/Pulling/Pushing
X
Fingering/Grasping/Feeling: Must be able to write, type and use pc and phone system.
X
Travel Requirements :
There is no routine travel required with this position All other duties as assigned.
Xerox Business Services, LLC 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 Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-2226 or by sending an e-mail to accommodations@xerox.com .
Xerox Corporation - 11 months ago
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