Tech Data - US

Sr. Customer Service Support Rep

US-OH-Groveport (Columbus)
Req Number
2017-18372
Weekly Work Hours
40
Shift
8-5
Travel Required
None
Relocation Assistance Available
No
Working Time
Full-Time

Overview

Serves as the lead for sourcing for primary OEM support account. Coordinates with potential field technicians for service capabilities, availability and certification to determine candidacy for program participation.

 

In addition, this individual may be a participant within our Service Desk, as business needs will dictate. Must be capable of providing exceptional customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a fast-paced and dynamic environment. As the Service Desk runs on a 24x7 basis, this position may include weekdays, weeknights, and/or weekends. Will have computer hardware knowledge and skills to do basic troubleshooting for hardware malfunctions.

 

Check out what Tech Data is all about!

 

Essential Duties & Responsibilities Required

Key Responsibilities:

  •  Identify potential technical candidates in marketplace to determine eligibility for primary OEM certification program, in which the candidates much complete certifications in order to participate.
  • Will communicate via phone, email, electronic platforms to introduce program to potential candidates, discuss/explain the program
  • Arrange and coordinate certification process for potential candidates
  • Manage status of candidates and certifications

Additional Responsibilities:

  • Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
  • Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
  • Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
  • Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
  • Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
  • Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.
  • Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)
  • Processes alerts, and requests, for parts and/or hardware based upon contractual SLA.
  • Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.
  • Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.
  • Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems
  • Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.

Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Additional Skills/Qualifications:

 

  • Excellent communication (verbal/written) is critical
  • Strong interpersonal skills
  • Multi-tasking
  • Strong organizational skills
  • Proficiency with Microsoft Office
  • Strong time management skills
  • Able to work in a fast paced, dynamic environment
  • Flexible and responsive service-oriented attitude
  • Able to work in an individual or team environment with exceptional results
  • Familiarity with HPE hardware and support would be ideal

Education and Experience:

 

  • Technical knowledge of computer hardware is recommended, as initial troubleshooting is involved to determine course of action to follow (workstations, printers, servers, tape libraries)
  • A+ Certification or equivalent is preferred, but not required
  • Strong background in customer service
  • Experience in a call center/dispatch center preferred
  • Willingness and ability to learn technical material

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