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:
61 Coach and develop partner(s) towards meeting objectives.
61 Ability to work with minimal supervision and direction.
61 Determining methods and procedures for new assignments.
61 Handle, track, and monitor select Indirect Customer support requests.
61 Provide warranty, technical support, presales, and data recovery support to partner(s).
61 Assist customers during escalations and document customer interactions.
61 Work with warehouse to resolve discrepancies in RMAs (Return Merchandise Authorization).
61 Work with Planners and Logistics Team to resolve Indirect RMAs issues.
61 Contributes guidance to other support level employees and front-line agents.
61 Be able to work on assignments requiring considerable judgment and initiative while understanding the implications of work and making recommendations for solutions.
61 Determine root cause analysis on complex escalation.
61 Provide secondary escalation support to partner(s).
61 Flexible to transfer to any other duties considered necessary to meet the needs of the business.
61 Perform to meet departmental and quality goals.
61 Help identify and eliminate problems.
61 Create innovative solutions to product or process problems.
61 Periodical process review for improvement and development
About you:
61 Excellent work Ethics
61 Team Player
61 Excellent troubleshooting skills
61 Excellent communication skills
61 Multitasking
61 Problem solver
61 High attention to details
61 Creative
Your experience includes:
61 4+ years of Customer Advocacy Experience
61 2+ years of Technical Support experience
61 2+ yrs. experience in a Coaching, Mentoring, or Leadership type role
61 Ability to work with little supervision
61 Complete tasks in creative and effective ways
61 Excellent Phone and Writing communication skills
61 Flexibility to work within the China/India support hours as necessary
61 Good technical skills in HDD/SSD storage, computers, and knowledge in RAID
61 Bachelor and/or equivalent experience
You Might Also Have:
61 Certifications A+, Net
61 Familiarity and experience with microcomputer operation, with emphasis on the Macintosh and Windows environment. Linux and/or Unix experience is helpful
61 A minimum of 1-year Advanced Network Product support experience
61 Experience in managing projects at a micro and macro level
61 Bi-lingual
Speaking & Listening : English & Mandarin
Reading & Writing: English & Simplified Chinese