Recruitment specialist at Taggd
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Technical Sales Support Role - IT (2-7 yrs)
Hands-on experience in Presales, Network Security,Servers, windows 8 & 12, Cyber Security Networking, IT Infrastructure &Data Centre, Client handling, APAC Region, flexible in shift timings.
Major Responsibility : Technical Solutions and Sales Support
Supporting Actions:
- Answer emails, calls and/or chat transactions.
- Respond or initiate outbound calls within established service level parameters.
- Process electronic requests from customers within established turnaround time.
- Provide resellers and end users with full solutions for business needs with an emphasis on customer service and facilitation of sales.
- Records all information accurately in the Solution Quote during customer dealings.
- Prevent customer returns by ensuring accuracy of solutions provided.
- Apply appropriate pricing (standard or special) on quotations/BOMs, per instructions of internal or external contacts
- Enroll opportunities for special pricing, deal registrations, and/or available pricing schemes as appropriate
End Results: Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business; Scorecard attainment of "meets expectations"; No financial impacting or critical escalations, customer complaints or financial exposure
Percentage: 30%
Major Responsibility: Progressive Training
Supporting Actions:
- Attend all scheduled trainings; participate in vendor refresher sessions and communication enhancements.
- Work with Team Lead to identify knowledge and communication gaps and obtain required information or necessary training.
End Results: 100% attendance on all critical trainings as dictated by immediate supervisor; at least a passing score on all required exams
Percentage: 10%
Major Responsibility: Product Study and Research
- Continuously assist in developing business process improvement to help drive management initiatives and hit departmental goals.
End Results: Individual/team objectives on accuracy are met, as dictated by immediate supervisor
Percentage: 10%
Major Responsibility: Training/Admin Duties
Supporting Actions :
- May also be able to perform the training/admin duties associated with the Level 2 position.
- Review escalation reports and schedule up trainings to address individual needs.
- Help investigate / validate customer returns or complaints and coach accordingly.
- Manages add-on worksheets, voicemail and call back requests to ensure completion within specified deadline.
- Will play a role as a "Go-To" technician or Champion representative. (interactions with internal contacts and/or external contacts [vendor and resellers] relating to assigned vendor)
End Results: Training pass rate should meet prescribed goals; administer all assigned trainings within timeline; individual/team objectives revolving around the aforementioned tasks are met, as dictated by immediate supervisor
Percentage : 20%
Major Responsibility: Technical Advancement
Supporting Actions :
- Plays as a backup in the absence of the team leader.
- Plays as a mentor to new members of the segment to ensure that they deliver the same quality customer experience.
- Acts as a leader within the segment scheduling daily activities for group, monitor service level and assign staff as needed based on skills.
- Coach associates on technical skills and technology-related issues.
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