Technical Support Engineer - Level 1
Company: Sutherland Global Services
Location: Augusta
Posted on: August 8, 2022
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Job Description:
**Technical Support Engineer - Level
1****Req:**22006137_enCity:USA Work at HomeState:USA Work At
Home**Job Description:**Are you an overachiever? Are you one of
those people that is just good at everything you do?We're looking
for that jack-of-all-trades person - natural at customer service,
not afraid of asking for and making the sale, and can help anyone
with their technical issue.Oh, and do you want to work from home
while being that awesome?Sutherland's Work-At-Home division is
currently hiring for customer-focused individuals just like you!
These full-time positions are 100% work-from-home and are only
available to residents of the contiguous United States.Listen to a
call sample and see if this is the right role for you. This is a
real call, but personal information has been removed.
http://sutherlandglobal.adobeconnect.com/ptp578gk3wms/**Responsibilities:**As
a Tech Support Representative you work with a supportive,
service-oriented team. We take our job and our customers seriously
and are looking for only the best consultants.**Here's what is
expected from all of our consultants:**+ Answer inbound calls from
customers to assist with questions about products, services, answer
basic programming questions, or troubleshoot issues+ Use active
listening and probing question skills to help troubleshoot and
resolve customer technical issues+ Concentrate on specific areas of
support: As a Level 1 TSE, you will be focusing on up to four out
of eleven verticals specific to troubleshooting Enterprise Storage
Systems, ranging from Data Protection, Core, Virtualization, Cloud,
Protocols, Hardware, and several other areas of focus+ Work
directly with Level II Support: develop professional relationships
with the customer by working directly with NetApp support+ Verify
customer account information and update necessary information, as
needed+ Access the company databases and provide instructions to
customers to determine the root cause of their problem+ Ensure
customer needs are met with follow-up calls and communications+
Handle multiple tasks simultaneously while creating an exceptional
caller experience+ Driven for success and comfortable working
independently+ Attend job-related training, refresher training,
updates, and cross training+ Participate in team meetings and
individual team meetings+ Read and stay up-to-date with reference
materials, announcements, promotions, changes, specials, policies,
and other company business**Training and Nesting Details**Training
for this program is critical and 100% mandatory. Training consists
of four hours of classroom instruction, and then four hours of
self-paced learning each day. Following Training, you participate
in Nesting where you take live calls in a supportive environment.
Training and Nesting is scheduled for five days a week and lasts
for six weeks.**Shift Windows of Availability**The Hours of
Operation are typically 9:00am - 12:00am ET, Sunday through
Saturday. Your daily start and stop times may vary within your
schedule window. You will have two days off each week. Schedule
selection happens during the interview phase. Sutherland makes
every effort to provide production schedules two weeks in
advance.There are couple shift options to choose from: - Shift 1:
Your work days are Thursday - Monday. You will be off every Tuesday
and Wednesday. - Shift 2: Your work days are Friday - Tuesday. You
will be off every Wednesday and Thursday. - Shift 3: Your work days
are Sunday - Friday. You will be off every Saturday, and then
either Tuesday, Wednesday, or Thursday that week based on business
need. - Shift 4: Your work days are Monday - Saturday. You will be
off every Sunday, and then either Tuesday, Wednesday, or Thursday
that week based on business need.**Does this sound like your dream
job? It should, because it is! Join our supportive team to
receive:** - Extensive paid training - Performance bonuses - Sales
incentives - Unique recognition programs - Unlimited advancement
opportunities**Qualifications:****To be eligible for this position,
you need:**--- Excellent customer service skills.--- Exposure to
some understanding of enterprise level technology (i.e.,
networking, administration, Linux, cloud technology, virtual, fiber
channel, etc.) preferably a degree or two years
exposure/experience.--- High desire to learn about technology.---
Ability to multi-task/change direction when needed.--- Prior
Helpdesk/Call center experience.--- Strong ability to communicate
in a clear, constructive, and professional manner**Working from
home is easiest when you are equipped with everything that you
need! You must have:**Sutherland will provide you with a ThinClient
PC with VOIP technology. You must provide:+ A 20-inch computer
monitor (or larger) with a DisplayPort and associated cable are
required.+ Any display equivalent to or larger than the Dell E2016H
monitor is acceptable.+ A wired mouse and wired keyboard is
required. The wired connection must be via USB.+ Any full-size
keyboard equivalent or better than the Dell KB216 Wired Keyboard
are acceptable. The minimum standard for the wired mouse is the
Dell MS116 Optical Mouse.+ A headset that is/has:USBDual
earNoise-cancelling microphone*Preferred: Plantronics AUDIO 478,
Logitech USB H570e, Jabra UC Voice 150, or Microsoft Life Chat
LX-6000 for BusinessExcellent Internet connectivity:+ Internet
speeds of 1 Mbps upload and 5 Mbps download - the faster the
better!+ Wireless and/or satellite Internet Service Providers are
not compatible with our systems.+ Productive work environment:+
In-house network and a hard-wired Internet connection capable of
continuously supporting outstanding call quality and high-speed
response rates.+ A quiet and distraction-free, secure place to
work.+ Sutherland is a drug free workplace, including our
work-from-home positions.**Application Process:**+ Complete the
application, including the screening questions and behavioral
assessment.+ Internet speed test for your home office.+ Virtual
assessment, one link that includes a test for typing, data entry,
and technical skills. You'll also record your answers to a virtual
interview.+ Live group final interview.Our CommitmentOur workforce
has thrived in an environment of diversity of thought, experience
and background. We celebrate our diversity and embrace it
whole-heartedly. Sutherland is an equal opportunity employer. It is
our policy to engage in personnel decisions, including those
related to recruitment and hiring, and to administer our personnel
policies without regard to race, color, religion, creed, age,
gender or sex (including pregnancy), national origin or ancestry,
disability, veteran's status, genetic information, or any other
legally protected characteristic. There is no place for disrespect
for cultural differences or insensitive stereotypes. We promote a
positive work environment by conducting ourselves professionally
and helping each other achieve our goal of One Sutherland Team,
Playing to Win.
Keywords: Sutherland Global Services, New England , Technical Support Engineer - Level 1, IT / Software / Systems , Augusta, Northeast
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