Remote Solutions Subject Matter Expert

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion
Overview:
The primary objective of the RCA SME is to enable the success of Client Experience through the upskilling of agents and desks (XBS, Suppliers, Xerox desks globally). Provide the core competencies needed to achieve required business results and program deliverables. In this critical role, RCA SMEs are accountable to develop and deliver curriculums/activities designed to enhance DSE skill sets which are directly tied to results. This includes major topics such as process, Xerox and Non-Xerox products, software, and approach knowledge through knowledge transfer at all levels of the business utilizing adult learning principles, coaching and best practice sharing. This forward thinking, approachable leader would always be looking ahead, anticipating what the operations will need to be successful. They will be driven by continuous improvement, assessing the overall business results for optimization and opportunities to improve the DSE & customer experience, remote solutions, and will bring their recommendations forward supported by fact. The RCA SMEs will work closely with Operations and Global partners to ensure our DSEs have the skills and support required to achieve KPIs.
Major Responsibilities:

• Facilitate creation and distribution of helpdesk reports as needed
• Act as a technical focal point for the team, Customer and DSE’s.
• Proactively approach agents to assist DSEs in perceived technical/process or system issues they may have
• Work with the Process Specialist to review / enhance / update process
• Review reports daily for missed targets - analyze and make recommendations for improvements
• Administer system access requests across line of business
• Be resilient, passionate and have a sense of urgency about achieving results
• Ability to identify technical knowledge gaps/lack of confidence in individual DSEs through work shadowing, desk side support, peer feedback, ticket reviews and analysis of RCA reports
• Partner with Manager to identify best practices to improve business results
• Maintain and improve personal technical skills & systems/process knowledge
• Receive and action feedback from customer and account teams quickly and efficiently.
• Provide support to DSEs via phone, face to face contact and coaching sessions
• Coordinate and Facilitate training sessions on processes. Assist with onboarding new hires.
• Train and develop DSEs (new Product roll outs, CRMs, Process, targeted refresher training and technical workshops)
• Where necessary, take over a customer or technical escalation via the phone from DSEs/Team Leaders / Account Teams
• Be approachable and encouraging to all DSEs who require assistance
• Provide support to DSEs so they will correctly identify, manage, resolve or escalate critical problems through the correct channels.
• Role Model Behaviors displayed at all times - passion and positivity for our DSEs, our Customers, and Xerox with a contagious impatience to succeed
• Provide leadership, coaching & feedback to help drive successful results to meet/exceed performance SLAs/KPIs
• Encourage and monitor effective OSA usage and serve as an advocate for this tool and to work with the relevant team to produce reports on this activity

Qualifications:

• Demonstrated team player with proven ability to effectively prioritize competing demands for time
• Demonstrated leadership ability
• Ability to communicate effectively with internal/external customers as well as business stakeholders at all levels
• Post-secondary or equivalent work experience
• Ability to work as needed to support an extended coverage model
• Proven experience in training/coaching/mentoring technical & customer support agents
• Analytical with Coaching, Negotiation, Planning and Organizational skills
• Demonstrated history of taking initiative in projects/strong independent working skills
• High level of motivation, maturity & dependability under high pressure situations
• Very strong communication skills, both written and verbal