Data Direct Networks

  • Front Line Support Agent

    Job Locations US-CA-Chatsworth
    Job Posted Date 4 months ago(6/11/2018 10:35 AM)
    Job ID
    2018-2229
  • Overview

    DDN Storage is the world leader in high performance and massively scalable data management and storage solutions that accelerate business results and scientific insights for data-centric organizations worldwide. Our unified, end-to-end platform uniquely addresses the tiered storage and large scale data management demands of mixed workloads, multiple collaborative data centers and Web and cloud environments. Across traditional and commercial high performance markets, customers rely on DDN Storage to solve the most demanding big data problems in industries such as cloud, online content and social networking, security and intelligence, life sciences, finance, energy and media production.

    Job Description

    Front Line Support Agent

    Job Description

     

    The primary function of Front Line Support is to create support cases in DDN’s implementation of Salesforce.com Service Cloud based on input from our customers received via phone, email and/or support community portal.  Front Line Support is then responsible for determining the entitlement of the system that the customer has indicated requires support then deciding what Severity Level is appropriate based on the symptoms relayed by the customer.  Once this is complete, the responsibility of Front Line Support shifts to preparing the case for elevation to the next level of Support.  This requires the agent to communicate with the customer to obtain additional information to assist in troubleshooting.  Once this action is complete, the case is transferred to the next level of Support in a timely manner based on the entitlement level of the system and the severity of the issue.

    Front Line Support will process simple component replacements according to the timelines and processes established by Support and Support Logistics management.

    Front Line Support is also responsible for the management of and providing assistance for the support community portal that DDN’s customers use to submit new cases and update existing cases. This includes “how to's”, new account setups, password resets, and any other issue the customer may encounter with the portal site.

    Front Line Support also acts as a go to for other members of support when in need of case or customer information and must be able to learn to pull various types of reports and information for them.

     

    Responsibilities for this role include but are not limited to:

      

    • Take customer input and create accurate support cases
    • Establish the entitlement level for that customer and system
    • Complete the data collection process to insure the case has sufficient information to begin troubleshooting
    • Maintain support cases with updates as needed
    • Process RMA transaction to send spare components to customers
    • Ensure all case and RMA processing is complete based on the Service Level Objective (SLO) that is established for the customer’s entitlement level and severity
    • Establish relationships with customers in order to assist them in resolution of their issues driving continuous improvement in customer satisfaction
    • Generate regular and ad hoc reporting
    • Other activities as deemed appropriate by Front Line Support Management 

    Qualifications for this role are:

    • Call Center or customer support experience
    • Comfort with CRM application usage – Prefer salesforce.com or Oracle
    • Excellent customer service skills
    • Strong written and verbal communication skills
    • Proficient with Microsoft Office products

    DDN Core Characteristics

    DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

     

    Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

    Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

    Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

    Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

     

    DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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