Client Graphics/Processors
Intel
San Jose, CR
hace 5 días

Job Description

Do you have the passion to keep up with the latest and greatest capabilities of Intel's graphics and related processor products and how they're being used with gamers, content creators and media streamers and more?

Do you enjoy triaging / troubleshooting and influencing resolution to technical issues and then partnering with others for prioritization?

Do you possess enthusiasm to analyze issue and User Experience trends and improve Customer Experience with Intel Products?

If yes, then this is your opportunity.

As a Global Customer Success Product Support Engineer, Intel customers are our business. We are customer obsessed. Become a global Product Support Engineer and exercise your technical expertise, organizational skills, and creative abilities in support of Intel's client products, particularly graphics and processors.

Work with a variety of teammates around the world.

Be the technical point of contact for the contact center in your region, enabling them to directly support technical inquiries and issues from Intel's Customers and serves as their Contact Center escalation point.

Specific responsibilities include, but are not limited to :

As the point of contact for the contact center in your region, you would assist with global contact center new product introduction launch readiness and sustaining support health and ensure Contact Center agents provide responsive and accurate technical support resolutions to meet key customer satisfaction goals.

This includes but is not limited to :

  • Listening to seek and fully understand the needs of our customers to improve the product quality, supportability and the processes or policies in place to help our customers have a more effortless experience.
  • Tech training content creation / delivery to contact centers, training others on your learnings.
  • Quality assurance monitoring for contact center agents.
  • Technical Escalation Handling, prioritizing issues, identifying trends that cause customer dissatisfaction with service or products and identifying possible action plans for improved customer or product experience.
  • Contribute to requirements for support tool capabilities, such as CRM, web tools, chat, telephony, etc.
  • Create technical self-help articles based on learnings to be published in internal and public knowledgebase.
  • Review and disposition ideas for improving the knowledge base or products from agents.
  • Provide feedback on web overall experience, as needed.
  • Contribute to ensuring field sales team are aware of services and coordinate communication on high impact issues, as needed.
  • Create and document business process that relates to the above, as needed.
  • Assist other Engineers as needed.
  • Create / review / present indicators for the work performed to show trends, contributing content for meetings / presentations, submitting recommendations, and leading / participating in projects or programs.
  • Behavioral traits desired :

  • Analyzes, breakdown, understand complex problems and communicate solutions effectively
  • Strong communication skills
  • Works with team members across worldwide locations
  • Successfully works across multiple and diverse teams and influences key stake holders to find technical solutions
  • Outstanding Customer orientation skills to manage customer expectations and balance customer requests with Intel's business needs.
  • Organizational skills to ensure all deliverables are managed with the right sense of urgency based on the situation, meet the required timelines
  • Experience managing stakeholders to action plans
  • Be self-reliant : seek out resources, knowledge bases, key subject matter experts for assistance while building up to resolve issues independently.
  • Qualifications

    You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

    Minimum

  • Bachelor's degree in Computer Science, Computer Engineering or similar with 4+ years of relevant industry experience
  • 4+ years of experience in : IA Client Systems and PC integration, configuration, application and troubleshooting skillsGraphics Display installation, configuration and troubleshootingWindows Client OS installation, configuration and troubleshooting
  • Language skills : Highly proficient in English and either Spanish or Portuguese
  • Preferred

  • Experience in technical customer support engagements with external customers or partners
  • GPU and graphics driver performance monitoring and software issue and triaging
  • SW and HW troubleshooting, and issue replication related to graphic technologies
  • HTPC enthusiast - configuring audio video receivers (AVRs)
  • Latest visual technologies on the consumer side ( videophile or enthusiast on latest 4K TVs, HDR standards, Color Space and Color Depth)
  • Modern display interfaces (DP, HDMI. Thunderbolt)
  • Difference between Integrated graphics card and discrete graphics cards
  • Gaming enthusiast terms
  • Experience writing technical articles for external audience / end customers is highly desirable.
  • Social media experience and product forum participation supporting forum users would be also a plus.
  • Experience with issue tracking management systems
  • Experience with metric dashboards
  • Communicate technical issues, its impact and the solutions or recommendations effectively
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