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Junior Associate Consultant

Junior Associate Consultant

Xerox

2 - 6 years

0 Lacs

chandigarh

Posted:4 days ago| Platform: Shine logo

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Skills Required

customer support troubleshooting analytical skills process documentation sql web servers itil verbal written communication skills enterprise application support

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Delivery Account Operations Associate IV at Xerox Holdings Corporation, you will be responsible for providing day-to-day assistance to clients in using Content to Capture solutions. Reporting to the Quality Assurance Manager, you will collaborate with team members to offer timely and professional support, troubleshoot issues, analyze tickets, and route them to the appropriate department. This role demands exceptional verbal and written communication skills in American English and involves working 24/7 shifts. Key Responsibilities: - Provide timely updates to customers on open cases, ensuring no case remains unresolved for more than 2 days - Gain proficiency in all product modules including purchasing, invoicing, reporting, and other modules as per performance plan - Take ownership of assigned cases until resolution or escalation is approved - Proactively engage with clients to gather necessary information for issue resolution or requirements for Enhancements or Task Assignments - Review and monitor cases related to Production, Feedback, Implementation, R&D tickets for updates, accuracy, SLA delivery, etc. - Communicate updates to clients regarding open cases, including information on Implementation progress, testing updates, or fix availability - Lead in managing assigned tickets and follow up until resolution - Initiate requirement gathering for cases involving change management - Work independently following established procedures, providing immediate direction to employees, proposing innovative solutions to complex problems, and suggesting process improvements - Analyze and solve technical problems in the absence of precedents Qualifications Required: - University Graduate or Diploma Holder, preferably in IT or Computer Science - Proficient in English language for effective communication, customer support experience is preferred - Previous experience as a Sr Quality Analyst/Quality Analyst - Demonstrated ability to work collaboratively, with a minimum of 2-6 years of experience - Specialized external certification such as ITIL/SQL is a plus - Openness to work in different shifts and readiness to learn new technologies - Strong analytical and problem-solving skills, with a keen interest in process documentation and improvement initiatives - Willingness to adapt to change and provide suggestions for process enhancements Company Details: Xerox Holdings Corporation, with a rich history spanning over 100 years, is dedicated to redefining the workplace experience through innovative technology solutions. From office to industrial environments, Xerox offers essential workplace technology solutions that drive success for clients globally. As a client-centric and digitally-driven company, Xerox continues its legacy of innovation to meet the evolving needs of the modern workforce. Explore more about Xerox at www.xerox.com.,

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Junior Associate Consultant