Juniper - Costa Rica - Advanced Networking Security Engineer.
Concentrix
San Jose
hace 2 días

Essential Functions / Core Responsibilities

  • Provide advanced technical support by handling escalated or complex customer cases, while under minimal supervision
  • Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products
  • Extensive knowledge of the organization, products, and / or services is required
  • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
  • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
  • Provide subject matter expertise in area of assignment; serve as a resource to other support personnel
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs’)
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Clarify customer requirements; probe for understanding
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Log all incoming calls and accurately complete case notes in the call tracking database
  • Candidate Profile

  • Associate’s Degree in related technical discipline with one to three years of related technical experience preferred
  • Achieve and maintain recognized and applicable technical certification(s)
  • Extensive technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)
  • In-depth knowledge of client technical systems
  • Courteous with strong customer service orientation
  • Ability to effectively communicate, both written and verbally
  • Dependable with proficient attention to detail
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
  • Ability to work as a team member, as well as independently with minimal supervision
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Able to rotate shifts, as needed
  • Based on location and / or program, additional experience / skills may be required
  • Job requirements may vary by country and will not contravene any local laws
  • Career Framework Role

    Has program required advanced proficiency and program / product specific knowledge. Works with limited supervision within established procedures and practices (wide latitude for independent judgment).

    Demonstrates proficiency in client language, country and company culture, operating standards and procedures. Has program required advanced proficiency and program / product specific knowledge.

    Works with limited supervision within established procedures and practices (wide latitude for independent judgment). Demonstrates proficiency in client terminology, operating standards and procedures.

    Has demonstrated sustained performance by achieving 85% or greater *scorecard attainment for a minimum of six months at the intermediate level.

  • Scorecard - this is different than MtM given that the MtM focuses on Client’s needs and may contain some debatable goals.
  • Has demonstrated consistent attendance by coming into work for 90% of their originally scheduled hours during the same performance period.

    Does not have any outstanding disciplinary issues. Has mastery of all program call types (basic & complex), typically handling escalation queues.

    Demonstrates mastery of required behaviors / competencies. Client feedback if relevant must be favorable for progression to this level.

    Opportunity to progress here is dependent on business needs.

    Supplemental Geographical Information

    RECRUITER ENTER THE APPLICABLE LANGUAGE :

    PHILIPPINES

  • Minimum of two years of college education in related technical discipline with at least six months to twelve months of call center experience or equivalent
  • Ability to think clearly and can explain simple issues effectively, both written and verbally
  • Ability to resolve moderate to difficult technical issues
  • Ability to learn client technical systems
  • Can train others
  • INDIA

  • Ability to effectively communicate, both written and verbally
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Clarify customer requirements; probe for and confirm understanding of requirements or problem
  • Confirm customer understanding of the solution and provide additional customer education as needed
  • Ability to learn including strong problem solving skills
  • Demonstrate strong probing and problem solving skills
  • Should be able to handle complex queries
  • Should be able to resolve customer queries independently
  • Strong Product knowledge; should be able to act as a mentor to team and outside team
  • Disclaimer

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

    They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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