Customer Solution Center- Technical

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical)
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
• Act as a mentor and guide other employees
• Provide direction and guidance to process improvements
• Articulate clearly, recommend and explain resolutions/clients
• Understand and utilize ITIL
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

• First Level University degree: technical, non-technical (i.e., Bachelor of Arts/ Science)
• 6+ years experience in relevant technologies and customer environments
• Relevant industry qualification where applicable
• Excellent verbal and written communication skills in language to be supported
• Strong troubleshooting skills in a technical environment
• Advanced Software and hardware knowledge of computing, storage and peripheral devices
• Specific knowledge and training with the company's products
• Knowledge of multiple product lines (e.g., proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)
• Advanced proficiency with case management databases and tools
• Phone and remote support experience
• E-support experience, knowledge and resolution ability
• Proficiency to mentor new agents and train peers on solutions
• Ability to take full ownership for resolution with escalated customers and lead technical action plans
• Experience in routing and switching
• Network dev ops with programming skills in Python and golang

Automation and scripting skills

• Health & Wellbeing benefits
• Comprehensive suite of benefits that support physical, financial, and emotional wellbeing
• Personal & Professional Development programs
• Unconditional Inclusion
• Flexibility to manage work and personal needs