Technical Support Specialist
Ingram Micro
Santa Ana, Costa Rica
hace 3 días

Job Description

Section 1 : Identifying Information

Position Title :

Technical SupportSpecialist I

Job code : Grade :

Grade : Date Prepared :

Date Prepared : March 6,2019

Reports to : PSTS Manager

Prepared by : Arthur Cuan

Department :

Pre-Sales Technical Solutions

Business line : Sales


Positions reporting to this position

Target team size : n / a

Country / City : Costa Rica

Costa Rica

Section 2 : Position Summary

Guidelines : List the essential responsibilities, functions and / or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.

List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%).

The most important responsibility is not necessarily the one where the most amount of time is spent.

Major Responsibility : Customer Interactions

Supporting Actions :

  • Answer emails, calls and / or chat transactions.
  • Respond or initiate outbound calls within established service level parameters.
  • Provide resellers and end users with full solutions for business needs with an emphasis on customer service and facilitation of sales.
  • Records all information accurately in the Solution Quote during customer dealings.
  • Prevent customer returns by ensuring accuracy of solutions provided.
  • Apply appropriate pricing (standard or special) on quotations / BOMs, per instructions of internal or external contacts
  • End Results : Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business;
  • Scorecard attainment of "meets expectations"; No financial impacting or critical escalations, customer complaints or financial exposure

    Percentage : 80%

    Major Responsibility : Progressive Training

    Supporting Actions :

  • Attend all scheduled trainings; participate in vendor refresher sessions and communication enhancements.
  • Work with Team Lead to identify knowledge and communication gaps and obtain required information or necessary training.
  • End Results : 100% attendance on all critical trainings as dictated by immediate supervisor; at least a passing score on all required exams

    Percentage : 10%

    Product Study and Research

  • Develop clear understanding of internal & vendor resources and be able to use them efficiently.
  • Develop an understanding of products to ensure quality catalogue descriptions and attached options.
  • End Results : Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business;
  • No financial impacting or critical escalations, customer complaints or financial exposure

    Percentage : 5%

    Major Responsibility : Training / Admin Duties

    Supporting Actions :

  • Accomplish assigned tasks timely and effectively.
  • Complete add-on assignments within the established deadline and with 100% accuracy
  • End Results : Complete add-on assignments as assigned by supervisor within the established deadline and with 100% accuracy

    Percentage : 5%

    Section 4 : DecisionMaking Authority Level

    Guidelines : Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.

    Decisions free to make : None


    Explain the decisions that depend on position’s advice :


    Example decisions that depend on position’s advice :


    Section 5 : Scope / Dimensions

    Guidelines : List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).

    Workload equivalent to 1 FTE

    Section 6 : Job Qualifications and Educational Requirement

    Basic verbal and written communication skills, including listening & comprehension

    Proficient in the use of basic Microsoft Office

    Process specific tool navigation skills and keyboarding

    Skilled in Basic Sales & Time Management

    Technical Requirements

  • Minimum AA degree or 2 years of University studies required. Technical certifications and / or Bachelor’s degree in computer related studies, preferred.
  • Able to : Learn complex proprietary systems, Work as a team member or independently, Relay / share information accurately
  • Must be : Able to work on flexible, shifting hours, as needed
  • Previous work experience required for regular hire : Two (2) year related experience in help desk, network technician or technical sales (hardware).
  • For fresh graduates : Bachelor’s degree in any IT / Computer-related course

  • Basic knowledge of technology for corresponding product line being profiled for (e.g. servers, networking, hardware and peripheral, etc.)
  • Section 7 : IM Competencies

    Communicates effectively

  • Is effective in a variety of communication settings, 1 : 1, small, large groups, or among diverse styles and position levels.
  • Attentively listens
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions
  • Persuades

  • Sometimes convinces others
  • Recognizes the need for tact
  • Can discuss ideas with authority figures
  • Willing to adapt presentations to audience
  • May respond to objections successfully
  • Drives Result

  • Self-directing to get results
  • High level of past achievement
  • Achieves despite difficult personalities
  • High task orientation
  • Willing to sacrifice to get results
  • Has a strongbottom-line orientation
  • Persists in accomplishing the objectives despite obstacles and setbacks
  • Has a track record of exceeding goals successfully
  • Pushes self and helps others achieve results
  • Customer Focus

  • Gains insight into customer needs
  • identifies opportunities that benefit the customer
  • Builds and delivers solutions that meet customer expectations
  • Establishes and maintains effective customer relationships
  • Decision Quality

  • Makes sound decisions, even in the absence of complete information
  • Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Recognizes when a quick 80% solution will suffice
  • Section 8 : Other Information

    Guidelines : Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.

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