Escalation TSE
Sutherland
Bogota, Cundinamarca CO
hace 3 días

Job Description

An Escalation Technical Support Engineer typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues.

It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. Main Responsibilities and Deliverables Strengthen relationships : Performing weekly effectiveness and efficiency coaching for consultants to ensure team’s productivity.

Conduct weekly side-by-side time with consultants. Supporting Team Leaders in setting improvement programs and action plans for consultants.

Gathering up-to-date information and integrating feedback into the best practices. Handle escalations. Technically complex cases handling.

Act as mentor for new hires and consultants on ramping. Main point of tech enablement. Filter of cases that may go to next level of support (L2).

Responsible for dealing with cases where the customer experience is not going well. Owners of all cases on CAP and HCL. Provide technical coaching to the consultants.

Identifying and reporting any training needs to improve quality level. Prepare and submit weekly / monthly test questions and recommendations.

Ensure quality : Calibrating with TMs, SMEs, and QAs consultants process adherence.

Qualifications

Our most successful candidates will have :

  • 1 year working with NetApp services.
  • Advanced English level (B2)
  • Strong networking and storage knowledge.
  • Demonstrated ability to analyze, diagnose and lead the resolution of issues
  • Ability to think outside of traditional role to evaluate business implications
  • Demonstrated comfort with NetApp products and their administration
  • Ability to interpret data, identify trends and make suggestions for improvements
  • Strong oral and written communication skills; be able to communicate in a clear, constructive and professional manner
  • Be able to take the lead in making improvements and resolving issues
  • Strong interpersonal and leadership skills, with the ability to be client-facing and work with cross functional teams
  • Works with internal departments on project definition & configuration
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