Senior Recruitment Specialist at Taggd
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Technical Support Role (3-6 yrs)
Job Description Template
Section 1: Identifying Information
Position Title: Associate Professional, Technical Support
Job code : TBD
Grade: 7N Date Prepared: 21 May 2018
Reports to: Prepared by:
Department: Go-to Market Business line: Sales
Positions reporting to this position None Target team size: n/a
Country/City: Pune, India
Section 2: Position Summary
Guidelines:
- List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.
- List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.
Major Responsibility: Customer Interactions
Supporting Actions:
- Answer emails, calls and/or chat transactions.
- Respond or initiate outbound calls within established service level parameters.
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"
Percentage: 10%
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 [vend
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