WW TSC Software L3

Overview Join to apply for the L3 Technical Support Representative (SW) | Hybrid role at Lexmark . Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision. When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. This is a place to grow, stretch, and make real impact—across industries, countries, and careers. From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work. How to Apply? Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now Global Privacy Notice Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice. How this role is described The following sections outline the responsibilities and qualifications for the L3 Technical Support Representative (SW) role. Job Summary Responsible for providing technical support to field engineers, technicians, and product support teams who diagnose, troubleshoot, repair, and debug complex electro/mechanical equipment, computer systems, and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature. Key Roles &Responsibilities Provide primary escalation point for TSC Support Software Team for all technical issues that cannot be resolved by 1st or 2nd level resources. Work directly with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in duplicating technical issues that have to be escalated to PE. Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations. Resolve High-Level Software Issues In case of Urgent or Critical Issue, be ready to go onsite in order to facilitate and speed up the issue resolution Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve. Technical Support Center and Partner Engagement Identify need for self-help and agent online tools. Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions. Monitor “call causes” for escalations from TSC Support Partner and identify ways to reduce. The successful applicant will be the process owner for all aspects of Software Technical Support, including end-to-end process ownership, documentation, auditing, and analysis of repeat service actions or account performance regarding support calls and/or service action frequency. Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams on areas of improvement. Trainer Coordinate New Product Introduction activities. This may include managing product orders and shipments for worldwide call center locations. Ensure that new product training schedules are planned for the call centers. Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products. Technical Ombudsman Answer and resolve CEO complaints and non-traditional support contacts. This includes acting as a single point of contact for each issue to closure and requires sound business judgment. Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue. Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned. Privacy and Compliance Global Privacy Notice: Lexmark is committed to protecting personal information. See Lexmark’s Privacy Notice for details. Additional Information Seniority level : Associate Employment type : Full-time Job function : Information Technology and Customer Service Industries : IT Services and IT Consulting #J-18808-Ljbffr