Description
The primary responsibility of the Technical Solutions Consultant with German - intern is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems. The Technical Solutions Consultant with German - intern is the first level of technical support to the customers. On receipt of a service request he/she researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes.
Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Technical Solutions Consultant with German – Intern is responsible for timely elevation and/or escalation.
Role responsibilities:
- Timely responds to customers inquiries. Logs cases, provides information & troubleshoots to solve customer problem according company KPIs for the business
- Manages customer expectations by taking into consideration the entitlement and identifies customer problems
- Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
- Timely elevates and/or escalates to next level when the case is complex
- Participates in projects for process or quality improvements
- Manages multiple tasks or cases simultaneously with minimal supervision
- Active and self-paced improvement of technical and business process knowledge
- Independently and actively improves the quality metrics towards the achievement of the targets beyond
- Encourages outstanding team morale and maintains highest ethical standards
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