Responds and provides excellent support to a broad base of customers seeking technical and non-technical assistance associated with the full range of WD’s products. Based on customer input, requires trouble-shooting and identifying problems associated with WD products and warranty issues, then defining and effectively communicating the recommended solution to the customer. Records key points of this process into Technical Support database that can later be used for data analysis. This position is an escalation point of contact with WD customers for ensuring quality and customer satisfaction. Excellent organizational, written, and verbal communication skills are required, in addition to strong leadership/supervisory experience. Domestic and/or international travel may be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Must have experience troubleshooting home and small office networking products
A key point of contact for customers with issues on a wide range of networking products including network storage systems
Works along with other departments such as Field Applications Engineering and Customer Applications Engineering to develop tools to help WD customers. Also provides and takes feedback to and from these departments regarding WD customers.
Technical depth and breadth allows for doing research on advanced technical issues.
May provide on-site technical support at key WD accounts.
Demonstrates strong time management skills to meet team, work or project commitments.
Interacts with other departments such as FIT, CAE, FAE, etc.
Work with other departments to innovate tools and technologies to support customers in the field.
Interacts with the Branded Products organization starting with design through production to gain knowledge/expertise to support customers in the field.
Years of Experience (General Guidelines):
8 years related experience supporting Windows-based applications.
Expert knowledge of most PC based operating systems and servers.
Expert in trouble-shooting techniques against a wide variety of complex problems.
Customer service skills to represent the company in a professional and positive manner and to promote and ensure continued customer satisfactionv
Strong customer service skills sufficient to deal with difficult customers.
Effective in negotiation/conflict resolution.
Ability to independently search the WD knowledge base as well as those of other companies when needed to troubleshoot issues.
Written communication skills sufficient to prepare clear and concise written responses to customer issues/inquiries.
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