Job Description
Customer Solution Centers are made up of teams that provide remote offsite service customer access presales postsales and service delivery
Technical teams focus is to solve various business systems and applications problems for customers onsite engineering personnel and Authorized Service
Providers on standard specialized or complex systems
Responsibilities
o Working more independently and from a standard protocol to respond to customer issues Moderate judgment may be used to supplement the outlined process
o Successfully resolve moderate technical issues related to hardware and software from incoming customer contacts and proactive notification systems
o Respond to service product technical and customerrelations questions on subjects such as features specifications and repairs on current and discontinued products parts and options based on customer entitlement for example warranty through enterprise
o Proactively assist customers to avoid or reduce problem occurrence Participates in projects for process or quality improvements
o Work is reviewed periodically by Supervisor or Team Lead Education and Experience Required
o Any Graduation with 10 2 3 4 preferably Typically requires 0 3 years general experience or equivalent combination of experience and college level education Knowledge and Skills
o Superior skills in both written and verbal communication
o Experience in customer facing role either remote or face to face
o Computer proficiency with applicable software applications for example Microsoft Office CAD Adobe Suite programming
o Problem solving skills o Accuracy in data entry
o Excellent fluency in language to be supported
o Experience in a phone based remote role e support echat or similar
o Familiarity with computer technology o Knowledgeable in call routing and case management processes as well as case logging systems and
obligation systems
o Understands internal processes and tools
o Knowledge of Knowledge Management Systems and appropriate documentation to the system