L3 Technical Support Representative

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.

The Technical Support Engineer requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.

JOB SUMMARY:

Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging 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:

Escalation Point

• 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 must be escalated to PE.

• Identify the need for self-help and agent assistance with online tools. Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions.

• Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve.

• Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.

• 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.

Technical Support Center and Partner Engagement

• Monitor "call causes" for escalations from TSC Support Partner and identify ways to reduce. Successful applicants will be the process owner for all aspects of Software Technical Support. This includes owning the process end-to-end, documenting and updating the process, and auditing the process to ensure it is functioning as designed. This includes analysis of repeat service actions or collective 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.

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.

Employee-Manager Relations

• Develop and maintain positive and professional relationships with management, supervisor, call agents, and those associated with the call center.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

PRODUCT KNOWLEDGE

• High level knowledge in Lexmark Products and Solutions

• Recognize defects and bugs of Lexmark products and works with Product Engineering

BASIC DELIVERY

• Answer escalations from 2nd Level via Activity Plan (Worldwide)

• Escalates new issues to Products Engineering

• Attend to CEO/BBB Complaints

• Take ownership on BSD Partner and Infoprint Solutions Escalations

• Provide Technical Assistance to Field Technicians through 3rd Level Hotline

• Special Task Assigned by Manager

PERSONAL CREDIBILITY

• Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.

EXCELLENT CUSTOMER SERVICE and INTERPERSONAL SKILLS:

• Provide support to customers/users where the product and environment maybe technical or sophisticated in nature.

• Work effectively with team members to provide exceptional support for customers as well as internal clients.

• Interact with internal teams/offices in other countries to handle a variety of functions.

• High sense of professionalism.

EXCELLENT TECHNICAL AND PROBLEM SOLVING SKILLS:

• Set-up, install and diagnose all printer driver and communication issues.

• Diagnosis on IP services, personal computers, wireless routers and wireless modems on customer's software and hardware may be required.

• Research on technical solutions using all available resources.

• Software savvy, exposure to Windows OS required; network/server administrator experience desired

EXCELLENT COMMUNICATION SKILLS:

• Customer service focused.

• Accent neutral US English communication skills.

• Excellent phone and listening skills.

• Data entry skills, detail-oriented.

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelors or Master's degree in Information Science, Computer Science, Engineering or the like.

• 2 Years IT or networking related experience required

• 1-2 years' experience in Lexmark Software support

• Previous Technical Support experience handling 2nd level contact escalations

• Experience with Mac, Linux and Unix operating system

• High Level knowledge on Mainframe and iSeries systems