SonicWall Graduate
Trainee Engineer Position Apply Now share with Job seekers
Role & Responsibilities:
Customer Service specialist working
in SonicWALL’s CRM and associated systems responding to customer issues within
established SonicWALL policies and procedures. Customers may be either external
or internal. Issues may include but are not restricted to account access
issues, Product Registration, account hierarchy and data integrity issues,
software download, subscription license or feature issues, contract and
warranty requests and general customer service questions.
Customer Service is a first point
of contact for customers globally and act as bridge between various departments
(Technical support, Backend, Sales, Logistics etc.) internally.
Work and resolve Customer Service
related queries (licensing and registration) through phone and web tickets in
accordance with Company policy.
Screen incoming Customer calls
globally, assist with ticket creation; verify entitlement and route customers
to the technical support team within the organization.
- Issues include but not limited to service contract, account access, license issues, non-technical customer inquiries within established guidelines and policies
- Review and identify areas of improvements to streamline non-technical customer service operation processes
- Meets required customer service support metrics including Customer Satisfaction metrics, service request handling metrics
- Interface with other SonicWALL groups, including but not limited to Sales, Order Management, Service Channel, Technical support, Manufacturing Operations, Product Line Manager, Service Business Manager, Service Manager, and Global teams to resolve customer issues and inquiries.
- Ensure complete and comprehensive issue documentation using
appropriate application tracking systems.
Skills
- Good attention to detail and documentation skills.
- Good research abilities, problem identification, resolution and
decision making skills.
- Good problem solving skills.
- Good written and verbal communication skills, with the ability
to establish effective relationships with all levels of management,
employees, partners and end customers.
- Fluency in written and spoken English.
Requirements:
- 0-1 years of experience in high volume inbound call center or
customer service role
- 0-1 years of experience with Microsoft Office and web-based
applications
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