[Remote] Account Support Associate
Note: The job is a remote job and is open to candidates in USA. Xerox Business Solutions Southeast is a leader in office and production print technology, focused on delivering client-centric technology solutions. The Account Support Associate is responsible for supporting Managed Print Services operations, primarily dealing with Moves, Adds, Changes, and Disposals (MACD) activities for Xerox devices while ensuring optimal device performance and customer satisfaction.
Responsibilities
- MACD Coordination (Primary Responsibility)
- Manage and track all MACD activity for Xerox print devices across assigned accounts
- Serve as the primary point of contact for MACD-related requests
- Coordinate installations, relocations, and disposals with internal teams, customers, and vendors
- Maintain accurate device inventory and asset records
- Ensure timely and accurate updates within ticketing and asset management systems
- Work with the Client Delivery Manager to validate all billable moves are presented correctly and on time
- Monitor service requests and ensure timely dispatch and resolution
- Assist with remote troubleshooting and service request resolution
- Coordinate with Xerox service teams and third-party vendors
- Track service performance against SLAs and escalate issues as needed
- Provide clear and consistent communication to stakeholders
- Monitor supply levels and usage across managed devices
- Coordinate toner and consumables replenishment
- Proactively address potential shortages to minimize downtime
- Maintain documentation, reporting, and system updates related to MPS activities
- Identify opportunities to improve processes and service delivery
- Support customer communications, reporting, and service reviews
Skills
- 2–5 years of experience in account support, service coordination, or managed services
- Strong organizational, time management, and multitasking skills
- Excellent communication and customer service abilities
- High attention to detail and problem-solving skills
- Strong proficiency in Microsoft Office (especially Excel for tracking and reporting)
- Experience with Xerox Service Manager (XSM) and Xerox Device Manager (XDM)
- Experience supporting Managed Print Services (MPS) environments
- Familiarity with MACD processes and asset lifecycle management
- Experience working with ticketing or service management systems
- Basic understanding of office equipment, networking, or technical support
Benefits
- Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country.
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