Job Description

The Delivery Account Operations Associate III has responsibility for the day-to-day assistance of our clients in the use of our Content to Capture solutions. Under the direction of the Quality Assurance Manager, the Delivery Account Operations Associate III will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner. The primary focus will be on troubleshooting issues, analyzing the nature of the ticket received and routing it to the correct department within Xerox. This is a helpdesk role that will require system and process knowledge, and a consultative response to customers. This position requires to work 24/7 shifts. Exceptional verbal and written communication skills in American English are required. Scope of role : 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 Should understand 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 RD 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will involve change management Contribute to the client facing online Knowledge Base on a regular basis, and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources Should be able to Completes work with a limited degree of supervision Acts as an informal resource for colleagues with less experience Completes a variety of atypical assignments Areas of expertise and focus : 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 Should be open to work in different shifts Results and goal-oriented, with a strong work ethic Energetic, assertive, customer-centric personality Team player with the ability to form strong working relationships with clients and team members 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 be ready to accept change Provides suggestions and improvement ideas for process. Background, skills, and qualifications : University Graduate or Diploma Holders, Preferably IT, Computer science Preferred Relevant language skills - Should be able to converse and comprehend in English. Customer support experience preferred Previous experience as a Sr Quality Analyst/Quality Analyst Demonstrated ability to work collaboratively Should have a minimum experience of 2-6 years Good to have Specialized external certification e.g., ITIL/SQL For Internal Candidates - DVT is not eligible to apply