Technical Solution Consultant

• 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
• Ability to act as a mentor and guide other employees
• Ability to provide direction and guidance to process improvements
• Ability to 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: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience
• 5-7 years experience in relevant technologies and customer environments
• Relevant industry qualification where applicable
• Excellent verbal and written communication skills in language to be supported
• Advanced troubleshooting skills in a technical environment
• Excellent analytical and problem solving skills
• 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 (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.)
• Advanced proficiency with case management databases and tools
• Superior customer service skills
• Phone and remote support experience. E-support experience, knowledge and resolution ability
• Ability to solve and document solutions for usage of other technicians and customers
• Ability to mentor new agents
• Ability train peers on solutions
• Ability to take full ownership for resolution with escalated customers
• Ability to lead technical action plans
• Lead or provide expertise to teams or projects
• Highly Developed knowledge of more complex solutions

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion