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| Job Ref: | 2013-3276 |
| Employer: |
SunPower. |
| City: | Manila |
| Country: | Philippines |
| Job Description: |
Overview: Do you want to make a bigger impact on the world? SunPower's vision is to change the way the world is powered, and we are doing that every day with a brilliant, passionate and driven team. SunPower is widely recognized as the global leader in high-efficiency solar for residential, commercial and utility markets. We operate in North America, Europe, Asia and Australia and are seeking talented people to join us in building a global clean energy future. SunPower is committed to the success of our company, our employees and the communities around the world that need us most. We support our employees' commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world. As a company, we operate with the highest sustainability standards. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Summary of Role: Job purpose: Supervise a 24x7 operation for supporting IT related concerns and make sure that the team is providing an outstanding customer experience. Key responsibilities and accountabilities: 1. Provides accurate and efficient technical assistance over the phone or via email 2. Has the ability to educate customer if there is a training issue; can create an online self-help for customer to be able to perform his/her task 3. Oversees the inquiries, incidents and requests that comes in during his/her shift 4. Ensure all policies, procedures, reminders are well cascaded 5. Mentor/coaches/trains agents that needs assistance; serves as the resolution expert 6. Monitors the agent?s call handling time and limit it to 15mins as much as possible 7. Coordinate and report unusual incidents and requests 8. Randomly do a real-time call and email monitoring to make sure the team is following the process 9. Makes sure that his/her team members attains the target for metrics 10. Initiates improvement initiatives for process, productivity and skills development 11. Provides a weekly update on team?s performance 12. Consistently review processes, technical documents that are being followed by the Service Desk agents to make sure it is up to date and continuously improving. 13. Monitoring escalated issues and make sure that customers are updated on the status their issues 14. Can Handle irate customers and explain clearly what the problem is and how to resolve it 15. The ability to create and to maintain positive and professional business relationships with both internal associates and external customers 16. Perform other duties assigned by the management 17. Makes sure that the first level resolution is attained and all tickets are escalated correctly 18. Makes sure that tickets are properly prioritized 19. Handles difficult and urgent requests / incidents ? Job Requirements: A. Education: Graduate of 4-year course, preferably Computer related course B. Experience: 2 years + experience in a client facing call center & support company, technical support environment or equivalent consulting experience a. Knowledgeable in installing, configuring, and troubleshooting Microsoft Windows Operating System b. Knowledgeable in Networking concepts c. Knowledgeable in MS Office Application d. Knowledgeable in laptop, desktop and printer troubleshooting e. Knowledgeable in Active Directory and Outlook f. Excellent troubleshooting problem solving skills; ability to isolate and resolve technical issues. C. Required Competencies: a. Ability to work effectively in a team environment strongly preferred b. Customer-oriented, organized and a team player c. Ability to handle stressful situations d. Must show good judgment e. Team lead capabilities f. Analytical thinking g. Fast-learner h. Ability to deal professionally with irate customers i. Ability to demonstrate leadership skills j. Multi-task in a fast paced environment k. Can work on shifting schedule l. Excellent oral and communication skills m. Must also possess excellent customer service skills n. Willing to work extended hours if necessary o. Sense of urgency p. Excellent problem solving skills q. Able to prioritize workload efficiently r. Highly motivated self-starter Minimum Requirements: With strong experience on GHD functions |
| Post Date: | 07/25/2013 |
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