About our group:
Our culture is focused on our Corporate Values: People, Customer Success, Excellence, Innovation, Teamwork, Openness, Social Responsibility and Sustained Profitability. Join a worldwide team of talented, collaborative, innovative people who thrive in a work environment where people can share knowledge and learn from one another. You won’t find a more exciting place to build your career and challenge yourself. Accept the challenge and Go where innovation leads.
About the role - you will:
• Coach and develop partner(s) towards meeting objectives.
• Ability to work with minimal supervision and direction.
• Determining methods and procedures for new assignments.
• Handle, track, and monitor select Indirect Customer support requests.
• Provide warranty, technical support, presales, and data recovery support to partner(s).
• Assist customers during escalations and document customer interactions.
• Work with warehouse to resolve discrepancies in RMAs (Return Merchandise Authorization).
• Work with Planners and Logistics Team to resolve Indirect RMAs issues.
• Contributes guidance to other support level employees and front-line agents.
• Be able to work on assignments requiring considerable judgment and initiative while understanding the implications of work and making recommendations for solutions.
• Determine root cause analysis on complex escalation.
• Provide secondary escalation support to partner(s).
• Flexible to transfer to any other duties considered necessary to meet the needs of the business.
• Perform to meet departmental and quality goals.
• Help identify and eliminate problems.
• Create innovative solutions to product or process problems.
• Periodical process review for improvement and development
About you:
• Excellent work Ethics
• Team Player
• Excellent troubleshooting skills
• Excellent communication skills
• Multitasking
• Problem solver
• High attention to details
• Creative