L3 Technical Support Representative

Overview

L3 Technical Support Representative (HW) | Hybrid

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. Whether you’re just starting out or leading at the highest levels, 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.

Responsibilities

• Provide primary escalation point for TSC Support Hardware Team for technical issues that cannot be resolved by 2nd level resources. Collaborate with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in replicating issues escalated to PE.
• Analyze escalated issues for root cause and develop action plans with TSC Support Partner and PE to resolve.
• Work with Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.
• Coordinate New Product Introduction activities, including managing product orders and shipments for worldwide call center locations and ensuring new product training schedules are planned for call centers.

Change Champion

• Monitor call causes for escalations from TSC Support Partner and identify ways to reduce them. Own the end-to-end hardware technical support process, including documenting, updating, and auditing the process to ensure it functions as designed.
• Analyze repeat service actions or account performance related to support calls and service actions.
• Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams.

Lexmark Ombudsman

• Address CEO complaints and non-traditional support contacts, acting as a single point of contact to closure and exercising sound business judgment. Grant concessions on warranty service or provide refunds/upgrades as needed, and close out issues with resolution and lessons learned.

Employee-Manager Relations

• Develop and maintain positive and professional relationships with management, supervisors, call agents, and related call center personnel.

Competencies, Skills, Knowledge & Abilities

Product Knowledge

• High level knowledge of Lexmark products and solutions.
• Recognize defects and coordinate with Product Engineering.

Basic Delivery

• Answer escalations from 2nd Level worldwide via Activity Plan.
• Escalate new issues to Product Engineering.
• Attend to CEO/BBB complaints.
• Provide technical assistance to field technicians through 3rd Level Hotline.
• Special tasks as assigned by manager.

Personal Credibility

• Continue to increase personal product knowledge and troubleshooting techniques for all Lexmark-supported environments.

Excellent Customer Service and Interpersonal Skills

• Provide support to customers/users with technical or sophisticated environments.
• Work effectively with team members to deliver exceptional support to customers and internal clients.
• Interact with internal teams/offices in other countries to handle a variety of functions.
• Display a high sense of professionalism.

Excellent Technical and Problem Solving Skills

• Set up, install, and diagnose printer driver and communication issues.
• Diagnose IP services, PCs, wireless routers/modems; software and hardware troubleshooting may be required.
• Research technical solutions using available resources.
• Software savvy; Windows OS experience required; network/server administrator experience desired.

Excellent Communication Skills

• Accent-neutral US English communication.
• Excellent phone and listening skills.

How to Apply?

Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now

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• Associate

• Full-time

• Information Technology and Engineering
• Industries: IT Services and IT Consulting

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