Customer Software Support Analyst
1 dag geleden
To support the delivered solutions and infrastructure, to implement and maintain devices, software, workflows and solutions and provide the defined service for the customer
Guide and coach our customers to ensure they realize the full benefits of Xerox products and services
In the case of technical problems, provide L1 and L2 support; work independently to resolve the problem and fix the issue; open error reports and drive solutions with the L3/L4 support
To provide comprehensive technical analysis, system integration, application support and technical advice to customers in order to achieve Xerox revenue goals and the satisfaction of the customer and his business objectives
ESSENTIAL RESPONSIBILITIES:
Managing and troubleshooting Xerox solutions and components in customer network environment; usually Windows platform
Work with the Xerox teams and the customer to realize and service full customer requirements and act as the key contributor of technical content complex customer Xerox solutions
Work with the Xerox teams and the customer for troubleshooting and suggestions for improvement
Working with 3rd party solution providers as required to provide and maintain the integration and maintenance of components and software
Proactively support the agreed services for the customer by continuously monitoring the infrastructure and thus ensuring full compliance with the SLAs
Ensure that the installed solutions and associated changes are documented on an ongoing basis
Support the technical implementation team (Xerox, 3rd Party and customer resources) to provide the agreed services to ensure customer expectations are met
Maintain ongoing customer relations, identifying and promoting any additional opportunities for applications and page volume growth
Display a professional image in all interactions with customers to ensure that Xerox is perceived as the company of choice
QUALIFICATIONS, SKILLSETS & EXPERIENCES:
DUTCH & ENGLISH languages required
Ability to travel through the entire Netherlands region when needed
Experience in managing and troubleshooting solutions and components in complex network structures; as well as developing creative troubleshooting and suggestions for improvement
Experience of working in a technical support and service role, consulting with customers to develop relationships and common objectives
Ability to initiate and drive tasks and projects and bring them to a successful closure
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