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Junior Associate Consultant

Junior Associate Consultant

Xerox

2 - 6 years

0 Lacs

chandigarh

Posted:3 days ago| Platform: Shine logo

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Skills Required

customer support troubleshooting analytical skills process documentation sql itil verbal written communication skills

Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for assisting clients in using Xerox's Content to Capture solutions. This helpdesk role will involve troubleshooting issues, analysing tickets, and routing them to the correct department within Xerox. Your primary focus will be on providing timely and professional support to clients, working both independently and with a team. Exceptional verbal and written communication skills in American English are a must for this role. Additionally, you will be required to work 24/7 shifts. **Key Responsibilities:** - Provide timely updates to customers on open cases, ensuring no case remains unresolved for more than 2 days - Understand and navigate all product modules, including purchasing, invoicing, reporting, and others as per the performance plan - Take ownership of assigned cases until resolution or escalation - Engage proactively with clients to gather necessary information for issue resolution or enhancements - Review and track cases related to Production, Feedback, Implementation, and R&D tickets - Communicate updates with clients regarding open cases, such as implementation progress or fix availability - Take the lead in resolving assigned tickets and follow up until resolution - Initiate the requirement gathering process for cases involving change management - Work autonomously within established procedures, providing immediate direction to lower-level employees if needed - Generate innovative solutions to complex problems and propose process improvements - Analyze technical issues and provide solutions in the absence of precedent **Qualifications Required:** - University Graduate or Diploma Holder, preferably in IT or Computer Science - Proficiency in English for communication with clients - Previous experience as a Sr Quality Analyst/Quality Analyst - Demonstrated ability to work collaboratively - Minimum of 2-6 years of relevant experience - Specialized external certification such as ITIL/SQL is a plus The role will typically be home-based with occasional travel or relocation as needed. You will be supporting international clients, requiring you to work on Indian Public Holidays and follow the holiday schedule of international clients.,

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Junior Associate Consultant