Technical Centre Support Agent with NetApp
Bucharest, Romania
4 zile în urmă

Position Description :

The Lenovo Data Center Group (DCG) Services Contact Center Support Agent is acritical member of the Lenovo DCG Services Delivery team.

Strong technicalskills, complex problem collaboration skills, as well as outstanding customersupport and professional communications skills are essential to ensuring thebest possible customer experience while resolving a high percentage ofcustomer incidents.

Contact Center Agents must resolve the most complexcustomer problems, often collaborating with OEM software and hardware Level 3support teams.

DCG Services Contact Center Support Agents must be experienced remote supportagents within a direct contact center environment.

Agent must have strongtechnical troubleshooting skills in networking, storage, and Oss. Industryleading certifications, with comprehensive server software problem resolutionskills for major OEM server operating system software and hypervisors, as wellas sophisticated hardware tuning, configuration, and performance managementskills are required.

Strong network infrastructure and security skills arealso required. Excellent language, customer issue handling, and communicationsskills are essential to this position.

Candidates may undergo a detailedinterview process consisting of technical scenarios, customer skill vetting,as well as role play interviewing and hands-on problem recreation and problemresolution testing.

Key Responsibilities :

  • Serve as the primary point of contact for DCG hardware, software, andoverall problem resolution responsible for end-to-end case management.
  • As theAgent within a live contact center, the Agent is logged into telephony systemand performs direct contact centre role via phone, eTicketing, chat, andforums.

    Agent will interface and collaborating with peer Geo Level 1 agents,Level 3 OEM agents, and hardware and software development teams.

  • NetApp storage experience is essential for this position
  • Ownership of all software, hypervisor, configuration, infrastructure, andusability issues
  • Resolve complex, collaborative calls working with Level 3 teams andHardware / Software development teams, as well as hardware problem determinationand hardware services delivery providers
  • Ensure customer incident resolution at industry leading incident closurerates
  • Maintain outstanding customer satisfaction scores, with the professionalcommunications and soft skills necessary to defuse difficult customersituations and work to problem resolution
  • Accurately diagnose problem severity levels and prioritize call loadsappropriately
  • Recreate customer issues when needed, using logs, system management tools,and industry standard problem resolution tools and protocols
  • Generate accurate, high quality trouble ticket, incident documentation, andknowledge base updates, as well as other customer and problem documentation asrequired
  • Bilingual English + one of these languages - French, Italian, German,Spanish. Other languages are advantage.
  • Position Requirements :

    3-5+ years of direct contact center experience in similar Intel based hardwareenvironments

  • Prior experience as a Level 2 contact center agent
  • Experience troubleshooting from a solution level for appropriate datacollection (logs) and isolation : architectural level and interfaces betweencomponentry and the data flow
  • Rotating shifts, weekend, holiday coverage
  • Microsoft : MCSA and MCSE certifications (server operating systems,infrastructure, and cloud)
  • We are an Equal Opportunity Employer and do not discriminate against anyemployee or applicant for employment because of race, color, sex, age,religion, sexual orientation, gender identity, status as a veteran, and basisof disability or any federal, state, or local protected class.

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