Our culture is focused on our Corporate Values: People, Customer Success, Excellence, Innovation, Teamwork, Openness, Social Responsibility and Sustained Profitability. Join a worldwide team of talented, collaborative, innovative people who thrive in a work environment where people can share knowledge and learn from one another. You won’t find a more exciting place to build your career and challenge yourself. Accept the challenge and Go where innovation leads.
• Coach and develop partner(s) towards meeting objectives.
• Ability to work with minimal supervision and direction.
• Determining methods and procedures for new assignments.
• Handle, track, and monitor select Indirect Customer support requests.
• Provide warranty, technical support, presales, and data recovery support to partner(s).
• Assist customers during escalations and document customer interactions.
• Work with warehouse to resolve discrepancies in RMAs (Return Merchandise Authorization).
• Work with Planners and Logistics Team to resolve Indirect RMAs issues.
• Contributes guidance to other support level employees and front-line agents.
• Be able to work on assignments requiring considerable judgment and initiative while understanding the implications of work and making recommendations for solutions.
• Determine root cause analysis on complex escalation.
• Provide secondary escalation support to partner(s).
• Flexible to transfer to any other duties considered necessary to meet the needs of the business.
• Perform to meet departmental and quality goals.
• Help identify and eliminate problems.
• Create innovative solutions to product or process problems.
• Periodical process review for improvement and development
• Excellent work Ethics
• Team Player
• Excellent troubleshooting skills
• Excellent communication skills
• Multitasking
• Problem solver
• High attention to details
• Creative
• 4+ years of Customer Advocacy Experience
• 2+ years of Technical Support experience
• 2+ yrs. experience in a Coaching, Mentoring, or Leadership type role
• Ability to work with little supervision
• Complete tasks in creative and effective ways
• Excellent Phone and Writing communication skills
• Flexibility to work within the China/India support hours as necessary
• Good technical skills in HDD/SSD storage, computers, and knowledge in RAID
• Bachelor and/or equivalent experience
You Might Also Have:
• Certifications A+, Net
• Familiarity and experience with microcomputer operation, with emphasis on the Macintosh and Windows environment. Linux and/or Unix experience is helpful
• A minimum of 1-year Advanced Network Product support experience
• Experience in managing projects at a micro and macro level
• Bi-lingual
Speaking & Listening : English & Mandarin
Reading & Writing: English & Simplified Chinese
Seagate first entered the Chinese market in 1995, and in the more than 20 years that followed, has committed itself to remain at the forefront in the innovation and development in the country’s storage industry. With its strong technical knowledge and experience, Seagate has worked with many customers and business partners to help capture market opportunities – both domestically and overseas. Now the company operates four branch offices in Beijing, Shanghai, Shenzhen, Chengdu; a surveillance center, and a data recovery center in Hangzhou.
Location: Hangzhou, China
Travel: None
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