Job Summary
Job Role and Responsibility
- Process timely onboarding of NetApp partners following the laid down business guidelines.
- Process partner Solution competency forms by validating partner training status.
- Provide timely, accurate, and detailed responses to both internal and external customer inquiries via ServiceNow or email, in a professional manner and manage escalations as appropriate.
- Provide support to inside sales and sales team in processing MAF/Cert letters.
- Prepare and present reports/data providing insight into the progression and improvements of the owned processes.
- Assist with process documentation review and maintenance as needed for all processes.
- Project Management for enhancement projects and monitor service requests with vendor.
- Cross trains the team and support and seek support on tasks with high volumes.
- Work with cross-functional teams to ensure accuracy and timeliness of all partners enquiries.
- Work with various stakeholders to align operational processes with program goals and business requirements, e.g., work on assigned data standardization and cleansing tasks as needed.
Job Requirements
Required Skills
- 2 - 5 years of experience in customer support on email or any customer experience management role
- Bachelor’s degree is a must.
- Exceptional communicator, both written and oral.
- Strong MS Excel and Power Point skills and ability to learn systems/tools quickly with little or no guidance.
- Highly trusted individual who maintains and expects high standards for self and team.
- Comfortable working effectively with cross-functional teams and building necessary business relationships.
- Prior user experience of ServiceNow, Salesforce is a plus.
- A self-starter, able to manage multiple tasks at once and the ability to work with minimal direction.
- Flexible working in shifts and extended working hours per business requirements.
- Strong work ethic and sense of responsibility.
Education
Completed Bachelors & Masters degree
