Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products and parts & options based on customer entitlement
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Participate in Knowledge creation and management activities
Asses and appreciate technical issue as well as customer's business impact and communicate appropriately with the customer.
Participate in after-hours remote support rosters
Deliver internal trainings and tech-share sessions as needed.
Willingness to work in 24x7 environment.
Knowledge & Skills Required
Excellent product knowledge and troubleshooting skills on Proliant & Synergy Systems
Excellent knowledge on OneView, Operating systems, Virtualization and Networking
Good understanding and basic troubleshooting knowledge on Compute & DAS.
Excellent verbal and written communication skills
Experience in troubleshooting in a technical environment
Excellent analytical and problem-solving skills
Software and hardware knowledge of computing and storage
Able to lead resolution activities with escalated customers
Ability to mentor new agents and contribute to technical action plans
Hands On Knowledge on Synergy will be an added advantage.
