Global Product Support Engineer
Intel
San Jose, Costa Rica
hace 2 días

Do you possess enthusiasm to improve Customer Experience with Intel Products? Do you have the energy and creativity to interpret the Voice of the Customer and drive enhancements to improve user experience?

Do you have the passion to know the latest and greatest capabilities of the next generation of Intel systems and products?

If yes, then this is your opportunity. Become a Global Product Support Engineer in Intel Customer Support and exercise your technical expertise, program management skills, and creative abilities in support of Intel's Next Unit of Compute (NUC) product line.

Primary responsibilities include : Collaborate with Customers and Partners as a technical expert. Create and implement Support Life Cycle deliverables in coordination with business unit Product Life Cycle.

Project manage implementation of new products in support centers worldwide; develop and deliver training; create support websites and content.

Represent customer and support perspective to product development team meetings with business unit. Gather and analyze post-launch customer contact trends.

Drive data analysis and recommendations to business unit to improve User Experience and Product Supportability in existing and future products.

Work with peers around the world to research, troubleshoot, duplicate and resolve technical issues. Partner with business unit on issue prioritization, characterization, root cause analysis and corrective actions.

Author reactive and proactive technical support content for Intel's support website to enable customers to help themselves.

This role will interact with multiple internal teams in order to drive issues and tactics that will enhance the customers' experience with Intel.

This role works directly with Intel Customers ranging from end users, developers, and large enterprise.

Qualifications

Required Qualifications : - Extensive troubleshooting / analytical skills with keen attention to detail. - Ability to analyze, breakdown, understand complex problems and communicate solutions effectively is required.

  • Ability to work with and drive action in multiple groups across worldwide locations. - Proven project management skills and leadership capability.
  • Customer orientation skills are critical, as well as possessing initiative and a strong commitment to task.- The ability to effectively balance customer and results orientation in a fast-paced environment.

  • Strong written, presentation, and communication skills. - Ability to manage multiple projects at once; organizational skills required to ensure all deliverables are managed and meet the required timelines.
  • Experience supporting customers; consumers, channel members and OEMs - Education : 4 year technical degree required Additional Qualifications : - Hands-on experience building and configuring systems using various computer hardware components.
  • Hands-on Windows configuration and debugging skills. - Ability to troubleshoot and root cause PC hardware vs. software issues - Knowledge of various internet browsers, including the ability to configure and troubleshoot issues.
  • Ability to work across many teams / GEO's to find solutions to complex issues.- Self-starter motivated to take on complex tasks and work independently.
  • Experience bringing new products to market from a customer support perspective. - Previous technical marketing, field applications engineering, or product marketing experience is a strong plus.
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