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Support Specialist
4 months ago
PROLIM Global Corporation (www.prolim.com) is currently seeking Support Specialist (Consumer Electronics) for location Sunnyvale, California, United States for one of our Top clients.
Job Description:
Provide inputs to Customer Support's technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining.
Own technical support escalations via our established ticketing system.
Partner with Customer Support to optimize technical support escalation flows.
Act as a liaison between Customer Support and engineers.
As required, work through and own advanced Tier 3 customer related issues through to resolution.
Drive our consumer technical support strategy and establish process the optimizes for customer satisfaction.
Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.
Provide feedback on customer support training and quality improvements needed at vendor partner locations.
Compile and analyze Voice of the Customer reports.
Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams.
Actively participate in software and hardware dogfood to provide feedback from Customer Support and user's perspective.
Communicate the impact of product changes during monthly software release to Customer Support.
Create Business Requirements Document (BRD) for tooling changes.
Minimum Qualifications
BS or MS degree in Technical Support or Customer Service.
3+ years of experience in Technical Support or Customer Service serving consumers and Enterprise customers.
Experience in communicating technical content and analytical insights to audiences.
Experience in using data to influence direction.
Experience in driving results, motivate, and instill a sense of urgency in others.
Preferred Qualifications
Experience building cross-functional relationships at all levels of the organization.
Achieve results with minimal supervision.
Consumer Electronics experience.
Apply online for immediate consideration, please send your updated resume, and contact info via email praful.salunkey@prolim.com
About PROLIM Corporation
PROLIM is a leading provider of end-to-end IT, PLM and Engineering Services and Solutions for Global 1000 companies. They understand business as much as technology, and help their customers improve their profitability and efficiency by providing high value technology consulting, staffing, and project management outsourcing services.
Their IT and PLM consulting offerings include; Advisory, PLM Software/Services, Program Management, Solution Architecture Training/Staffing, Cloud Solutions, Servers/Networking, Infrastructure, ERP Practices and QA Services. Engineering services include Data Translation, CAD/CAM/CAE, Process & Product Engineering, Prototyping, and Testing/Validation within a wide range of markets and industries.
