Purpose of Position
Provides pre-sale support, solution implementation and post-sale support of contracted and/or purchased services such as workflow optimization, document management, product applications, and network integration as it relates to Xerox products and solutions. The Agent Analyst is the on-site resource for implementation, as well as, resolution of all issues with services workflow or document production caused by network, hardware, and/or software (including 3rdparty solutions, non-Xerox Operating Software, and application SW). If approved the Agency Analyst will also provide customer training on Xerox’ family of products outlined in the agency analyst guidelines
Scope
Supports new business implementation and Post-sale problem resolution for both Office Digital and Office Color product families as outlined in the agency analyst guidelines
Supports Managed Services client operations and Technical Services personnel.
Out of scope:
- Specialized network application and design & fee based consulting support duties
Duties, Roles and Responsibilities
Business Growth
- Responsible for implementation of actions that will significantly increase services revenue and promote print volume growth. All non-contractual services billed.
- Maintain a high level of expertise on Xerox and industry standard solutions, client operating system / application software and network environments.
- Proficiency in use of software tools (ie. Visio, MS Office) to document technical architecture of client’s production workflow, printers, and systems.
Implementation
- Able to identify and install Office Digital and/or Office Color solutions that have been purchased by the customer with consulting services.
- Work with sales (agency and VSE), as required, when customer requirements for implementation are unclear
- Work effectively with the customers IT department toward the resolution of configuration issues.
- Able to successfully manage single or multiple unit implementations.
Post Sale Problem Resolution Support
- Diagnose and resolve problems relating to document workflow and printing as related to software applications, hardware, and network connectivity or performance.
- Accountable for successful resolution of customer software problems and isolation to the Xerox or customer’s system software/hardware.
- Provide on-site escalation support for Xerox field personnel and Customer Support Center.
- Improve account efficiency through evaluation of processes and application of Xerox or 3rd party solutions.
Technical Site Readiness
- Perform site assessments to determine site readiness (hardware, connectivity, software)
Customer Training
- Conduct customer training to meet customer needs
Job Type: Full-time
Pay: $20.00 - $30.00 per hour
Benefits:
- 401(k)
- Flexible schedule
- Paid time off
Work Location: Hybrid remote in Colorado Springs, CO 80921
