Customer Solution Center Representative - Technical

Description -

Job Summary
This role is responsible for independently addressing customer concerns using established protocols, resolving moderately complex technical issues, and providing comprehensive responses about products and services. The role actively collaborates with teams, contributes to customer solution offerings, and aligns their work with global strategies. The role adheres to standards, maintains data confidentiality, and completes process-oriented assignments with minimal supervision.

Responsibilities
Operates almost independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
Resolves moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as extended warranty coverage through the enterprise.
Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs.
Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 4-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications
NA

Knowledge & Skills
Computer Hardware
Desktop Support
Issue Tracking
Microsoft Office 365
Microsoft Windows 10
Operating Systems
Peripheral Devices
Technical Support

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Complexity
Works on assignments that are low to moderately complex in nature and require intermediate problem resolution.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Schedule -

Shift -

Travel -

Relocation -

Equal Opportunity Employer (EEO) -