Specialist, Production Monitoring & Customer Service Desk

Purpose of role :

The Specialist, Production Monitoring Customer Service Desk has the responsibility to ensure seamless flow of documents in production Workflows applications and provide support and issue resolution to the Customer in a timely and professional manner. The primary focus will be on troubleshooting issues, analyzing the nature of the issue and routing it to the correct department within Xerox. This is a helpdesk plus monitoring role that will require system and process knowledge, and a consultative response to customers.

This position requires you to work 24/7 shifts. Exceptional verbal and written communication skills in American English are required

With guidance from Production Managers, the Associate Production Engineer will work both alone and with team members to provide monitoring support, timely issue initiation resolution to support Throughput SLAs agreed with the customers.

Scope of role :

The primary focus will be on monitoring the application tool raising issues and alerts with the relevant team via ticketing tool and then keeping the customer up to date with the necessary information via email and or ticketing application. This is a Monitoring plus Helpdesk Role that will require system and process knowledge, and a strong analytical approach.

MAJOR RESPONSIBILITIES

• Supporting 24/5 Working Environment
• Entering pertinent information into a ticketing system for escalation to appropriate resolver group.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
• 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 and continuously monitor documents flow in system through applications other supporting tools.
• Take lead on taking care of the tickets assigned to self and doing a proper follow up until resolution
• Works autonomously within established procedures and practices
• May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintain schedules
• Generates new and innovative solutions to complex problems, and proposes improvements to processes
• Analyzes complex technical problems and delivers solutions where precedent may not exist
• Reporting following up in case of any abnormality in Invoice Flow in applications to relevant Teams
• Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him
• Take feedback from Manager for corrections and/or improvements after review.
• Work on simplification of Workflow Tools Exceptions.
• Issue Identification Analyzing the impact.
• Contribute to the Knowledge Repository on a regular basis, and update remediation steps to provide users within the team with a valuable self-service guide to use before reaching out to IT Team
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans
• Supports the deployment of security standards deployment and readiness and compliance to various requirements as deemed necessary from time to time like GDPR, ISO, SOC etc
• Should be ready to accept change as per the process and or business requirement

BACKGROUND, EXPERIENCE AND QUALIFICATIONS

• Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience
• Should be open to work in different shifts
• Strong process management skills
• Demonstrated ability to work collaboratively - in a matrix management environment
• University degree with significant industry experience in a related field
• Experienced in ITIL, PMP etc will be an added advantage
• Relevant Professional qualifications like Lean Six Sigma, etc will be preferred
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality.
• 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 possess good knowledge of Process Documentation
• 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
• Team player with the ability to form strong working relationships with clients and team members
• Provides suggestions and improvement ideas for process.