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Tech Data Corporation

Sr. Customer Service Support Rep

Tech Data Corporation - Columbus, OH

Serves as the lead for sourcing for primary OEM support account. Coordinates with potential field technicians for service capabilities, availability and certification to determine candidacy for program participation.In addition, this individual may be a participant within our Service Desk, as business needs will dictate. Must be capable of providing exceptional customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a fast-paced and dynamic environment. As the Service Desk runs on a 24x7 basis, this position may include weekdays, weeknights, and\/or weekends. Will have computer hardware knowledge and skills to do basic troubleshooting for hardware malfunctions.Check out what Tech Data is all about!Key Responsibilities: Identify potential technical candidates in marketplace to determine eligibility for primary OEM certification program, in which the candidates much complete certifications in order to participate.Will communicate via phone, email, electronic platforms to introduce program to potential candidates, discuss\/explain the programArrange and coordinate certification process for potential candidatesManage status of candidates and certificationsAdditional Responsibilities:Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.) Processes alerts, and requests, for parts and\/or hardware based upon contractual SLA. Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues. Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems. Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systems Open and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.Provide initial remote technical support to end user customers (email and phone) for computer hardware systems (workstations, printers, servers, etc.)Processes alerts, and requests, for parts and\/or hardware based upon contractual SLA.Should possess the ability to review error logs and determine initial actions to resolve basic hardware issues.Communicate with co-workers, global customers and field engineers via email, phone and various ticketing systems.Provide error and symptom information to the (internal) Centers of Expertise team to hand off more complex troubleshooting of IT systemsOpen and close service requests – in which they will order hardware parts, and schedule technicians for service calls for global customers. The candidate will communicate with both vendors, third party resources, as well as with customers (channel and direct) with expectations, ETAs, updates, and closure details.Additional

7 days 6 hours ago

Tech Data Corporation

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Sr. Customer Service Support Rep Tech Data Corporation - Columbus, OH, United States

   

Location: Columbus, OH

Company Profile:
As one of the world’s largest wholesale IT distributors, Tech Data is the conduit through which the power of technology flows to the world. In fiscal year 2011, we sold $24 billion of IT products to more than 125,000 technology resellers in over 100 countries. Every day these resellers depend on us to help them cost-effectively support the technology needs of end users of all sizes, including small- and medium-sized businesses, large enterprises, educational institutions, government agencies, and consumers.