Software Technical Support Associate

General Information

• City: Ann Arbor, Novi
• State/Province: Michigan
• Country: United States
• Department: TECHNICAL CUSTOMER ESCALATION
• Date: Friday, March 20, 2026
• Working time: Full-time
• Ref: 20038782
• Job Level: Individual Contributor
• Job Type: Experienced
• Job Field: TECHNICAL CUSTOMER ESCALATION
• Seniority Level: Associate
• Currency: USD - United States - US

Annual Base Salary

• Minimum: 41,940
• Maximum: 83,880

The salary range above represents the low and high end in the local currency of Xeroxs salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including but not limited to geographic location, market competition, and/or the successful applicants education, experience, knowledge, skills, and abilities. The range listed is just one component of Xeroxs total compensation package for employees. Employees are also afforded a comprehensive suite of benefits; to view those details, please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Hourly Hourly rates for this position can be shared with you per your location; this rate will fall within the posted range.

Description & Requirements

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, weve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of todays global distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work work. Learn more about us at www.xerox.com.

Purpose of Position This is an intermediate specialist level technical position contributing directly to achievement of revenue growth and customer satisfaction, providing technical support to the client and Managed Services personnel, and augmenting TS CSE support.

• Possess working technical knowledge of Office and/or Production products/systems, including Xerox and Third Party offerings installed at client sites.
• Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actions.
• Establish working relationships with Xerox groups (e.g., Solutions Managers, Consultants, Xerox Connect, Marketing Partners, Group OSG, and PSG developers) and external customers departments (e.g., IT department) to provide 100% customer satisfaction.
• Work closely with the TISM Account Manager and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations contracts.
• As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs:
• Integration of tools and processes at client sites to support Managed Services initiatives.
• Managed Services site architecture and infrastructure programs.
• Mentor on-site technical account associates and transfer skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software.
• Manage the technical implementation and integration of low to mid-level complexity projects, or work on complex projects under the guidance of a TISM Account Manager or other subject matter expert.

Essential Job Functions

• Possess broad technical knowledge of production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.
• Design, consult, implement, and/or manage client-related hardware/software solutions (e.g., graphics design, pre-press services, third-party or unique software configurations, e-business systems administration, data/content/repository management, etc.).
• Excel in the following software applications at minimum: MS Office Suite, MS Project, page layout/design, web browser, anti-virus.
• Detailed understanding of workflow products; ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services.
• Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner.
• Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners.

Education & Experience Required

• Bachelors Degree or equivalent work experience in a technical field, computer-related studies, systems engineering (desirable).
• Software/Hardware/Networking Certifications:
• Minimum: Microsoft Certified Professional (MCP).
• Internet (desirable).
• Electronic Document and Printing Professional Certification (EDPP) (desirable).
• 3 years computer systems, applications, and project coordination experience.
• Broad systems knowledge including operating systems, networks, software applications, and hardware connectivity.
• For internal candidates: working knowledge of Xerox and standard third-party offerings in at least three product families.
• Cross-functional team participation and leadership.

Measures of Accountability

• Installs, cancels, and renewals.
• Increasing revenue by providing additional managed services.
• Employee Satisfaction and peer recognition.
• Training techniques and assessment of on-site Associate learning.
• Post-Install and CSMS survey results.

Additional Qualifications

• Maintain the utmost flexibility within job scope.
• Ability to interface and communicate effectively with internal and external contacts.
• Production Information Systems Administrative and Managerial: Project management experience helpful.
• Ability to manage many details and projects with minimal guidance; trustworthy, self-starter, etc.
• Develop the skills required by new technologies Xerox and Third Party introduced to the clients site. Through coaching and self-initiated training, develop the capacity to progress to the expert level of Document Services Specialist.

Benefits We Offer

• Competitive compensation: base salary and uncapped commissions.
• Significant financial rewards for overachievement.
• Comprehensive benefits offerings including medical, dental, vision, life insurance.
• Retirement Plan - 401k.
• Paid holidays, personal choice days, and paid time off.
• A culture that offers flexibility and a healthy work-life balance.

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