Essential Duties & Responsibilities:
- Ensure call center agents are following best process and practices to efficiently resolve customer issues and communications to the customers.
- Ensure Call centers are successfully trained on all products and providing accurate information to customers.
- Monitor daily Call center metrics and investigate irregularities.
- Participate in meetings with call centers for quality measurement.
- Create and document FAQs, training and troubleshooting materials for Call centers
- Handle and Resolve Customer Escalations directly from customers and/or from regional call centers.
- Work with cross functional teams within the company like Engineering, Quality Assurance and Engineering to resolve customer issues and provide a better customer experience.
- Work with IT and CRM team to identify needs and improvements in CRM for call center agents
- Minimum 3 years of experience of technical support and troubleshooting of data storage products and working with various operating systems, hardware and networking configurations.
- Prior experience as a Technical Support Engineer with software/hardware companies. Consumer electronics a major plus.
- Excellent research and analytical skills. Ability to provide quick solution to new problems
- Minimum 3 years of experience working with off-shore call centers
- Excellent customer interaction skills
- Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues.
- Outstanding customer service and overall verbal and written communications skills. Strong Interpersonal, teamwork, process development skills
- Ability and experience to work in fast paced environment
At the forefront of flash memory storage, industry-leading SanDisk-branded integrated and embedded solutions deliver the possibilities of data for data centers and mobile devices, enabling fast and reliable data access. SanDisk, WD, HGST and G-Technology brands position Western Digital as the world’s largest data storage company and flash memory leader.
Req ID: 35995