Customer Service Analyst

 •  SanDisk Irvine, CA

Less than 5 years experience  •  Hardware

Salary depends on experience
Posted on 11/22/17
Irvine, CA
Less than 5 years experience
Hardware
Salary depends on experience
Posted on 11/22/17

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

 

Qualifications:

  • 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

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