Technical Services Analyst with German

PURPOSE OF ROLE
To be a a key member of a team responsible for applying standard processes in the Technical Servies environment for the aligned country. Role responsibilities include, but are not limited to, data management for technical calls in ESAP.

SCOPE OF ROLE
The position is a support role with accountability for ensuring effective and accurate information management for technical calls.
The position interacts with internal stakeholders and other internal support functions

Main responsibilities:

• Ensure an efficient operation of the technical services unit by maintaining Xerox governance standards;
• Manage escalations and offer assistance to common issues;
• Carry out quality checks to ensure quality standards are maintained
• Editing technical calls in ESAP for an assigned range of accounts
• Extracting and editing manual reports in Excel, both recurring and ad-hoc. Distributing those reports to internal customers and other support functions
• Acts as a centre of reference for Xerox systems (ESAP, Business Warehouse, etc)
• Supports achievement of contracted SLAs and KPIs;
• Develop a strong general knowledge of Xerox’s structural workings and what we sell, particularly for the alligned country
• Management of emails, phone calls to be done professionally and timely;
• Ensuring consistent and accurate application of processes

Ideal Candidate

• Language competency – good level of German and English
• Strong knowledge of the Microsoft Office Package: Excel, Word, PowerPoint etc
• Good communication skills both verbal and written;
• Ability to build strong relationships with remote delivery organization;
• Understanding of workflow processes and ability to adapt;Strong IT skills - capable of using multiple Xerox systems following training

We thank everyone for applying, however only successful candidates will be contacted for an interview.