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Technical Support Lead

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XeroxHouston, TX
  • Country: United States
  • Department: Information Management
  • Date: Tuesday, May 11, 2021
  • Working time: Full-time
  • Job Level: Specialist
  • Job Type: Experienced
  • Job Field: Information Management
  • Description & Requirements
  • Xerox (NYSE: XRX) makes every day work better.
  • We are a workplace technology company, building and integrating software and hardware for enterprises large and small.
  • As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience.
  • Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience.
  • Learn more at www.
  • and explore our commitment to diversity and inclusion.
  • This position requires�excellent�customer management skills, development and technical skills, and expertise with various SaaS and real-time communication solutions.
  • Successful candidates should have a high energy level and the ability to communicate clearly and effectively with both business and technical audiences.
  • Resolve technical issues in a timely manner
  • Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base
  • Develop and maintain excellent relationships with our customers and partners, and help in continuously improving the support service to maintain a high level of customer satisfaction
  • Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
  • Oversee the Tier 1 severity classification and triage operations
  • Accurately and completely document problems and solutions on case notes
  • Use phone/email/video consultation to debug network system problems of increasing levels of complexity
  • Notify the management or escalation team of any potential issues/escalations or complex problems in a timely manner
  • Maintain interaction with the Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized
  • Night and weekend on-call duty required on a rotating basis
  • Occasional domestic and international travel
  • 10+ years of experience in an external customer-facing support role, preferably in an unscripted environment.
  • Candidates from an A/V background will be considered if they have appropriate networking experience/knowledge
  • Demonstrated ability to use common sense and rational decision-making to dynamic situations
  • Prior experience providing phone and email support - Video Conferencing support is a PLUS
  • Ability to triage and code cases appropriately
  • Associate's degree in electrical engineering, computer science or a related field; Bachelor's degree preferred
  • Previous experience providing Technical Support, Customer Service, Field Service, Technical Operations, Help Desk or Professional Services
  • Cisco certification of at least a CCNA
  • Microsoft Certified System Engineer (MCSE)
  • Knowledge of Digital Video products (MPEG4, H.264)
  • Knowledge of SIP and H.323 , switch & router configuration
  • Experience in LAN networking including in-depth knowledge of TCP/IP protocols
  • Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, 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 law.
  • and explore our commitment to diversity and inclusion!
  • People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to (see application details).
  • Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
  • (TM) 2020 Xerox Corporation.
  • All rights reserved.
  • Xerox(R) and Xerox and Design(R) are trademarks of Xerox Corporation in the United States and/or other countries.

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