Technical Support Engineer - Global Customer Support, Santa Ana
Technical Support Engineer - Global Customer Support, Santa Ana
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Santa Ana, USA -
Posted: 06/08
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Description
Job Description
Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy. Interfaces with a broad base of internal and external customers, working to educate this constituency and drive a best-in-class customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for technical support readiness of new and sustaining products for assigned product lines
Responsible for post release and sustaining field analysis of new and sustaining product releases
Responsible for call center business partner training, preparation, and readiness
Responsible for authoring, review, and publication of self-service customer facing assets including knowledge base content and support video scripting
Responsible for end user escalations and driving issue resolution with cross functional teams for assigned product lines
Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
Update and maintain Readiness and Response Standard Operating Procedures and documentation
Responsible for monthly presentations that includes but is not limited to KPI, top call drivers for the designated product lines
Responsible for ensuring customer facing product line support and documentation are updated and accurate
Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
Serve as the voice of the customer related to designated product lines
Internal escalation points for reported product issues from other departments
Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
Special projects and assignments as determined and required by GCS management
Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy. Interfaces with a broad base of internal and external customers, working to educate this constituency and drive a best-in-class customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for technical support readiness of new and sustaining products for assigned product lines
Responsible for post release and sustaining field analysis of new and sustaining product releases
Responsible for call center business partner training, preparation, and readiness
Responsible for authoring, review, and publication of self-service customer facing assets including knowledge base content and support video scripting
Responsible for end user escalations and driving issue resolution with cross functional teams for assigned product lines
Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
Update and maintain Readiness and Response Standard Operating Procedures and documentation
Responsible for monthly presentations that includes but is not limited to KPI, top call drivers for the designated product lines
Responsible for ensuring customer facing product line support and documentation are updated and accurate
Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
Serve as the voice of the customer related to designated product lines
Internal escalation points for reported product issues from other departments
Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
Special projects and assignments as determined and required by GCS management
Highlights
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Company nameSandisk -
Job positionTechnical Support Engineer - Global Customer Support
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