Customer Support Specialist

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Job Description

Do you possess the enthusiasm to improve Customer Experience? Do you enjoy working with customers? Do you have the energy and creativity to interpret the Voice of the Customer and drive enhancements to improve User experience? If yes, then this is your opportunity! Become a Warranty Product Support Engineer and exercise your technical expertise, program management skills, and creative abilities in support of Intels Solid State Drives.


* Monitor issue tracking tool for incoming escalations from Contact Centers.

* Addressing warranty requests and escalations from Contact Centers.

* Research and respond to customer questions.

* Escalate questions to Business Unit (BU) engineers.

* Recommend improvements to process, docs, support environment, and customer experience.

* Engage in BU support meetings.

* Contribute to support/develop documentation/FAQs/How-to collateral.

* Deliver training for how-tos, BKMs, major release update knowledge sharing.

* Supervise contact centers and ensure process efficiency, correct prioritization, bandwidth balancing and appropriate training and expertise.


* Positive, composed attitude with the patience and credibility to engage at multiple technical levels;

* Adaptable, able to work effectively in a global team and across organizational boundaries;

* Analytical, organizational, and possibility thinking approach;

* Strong hands-on debug, triage and problem-solving skills;

* Evaluate various technical options against some criteria to determine a best-fit recommendation;

* Customer orientation and influencing skills;
  • 1
  • Negotiable
  • None
  • None
  • Re-209693
  • Permanent
  • 1

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