Solectron (formerly Stream Internationa) is hiring 40 Support Services
>>Representatives. These are Full time positions.
>>
>>Company: Stream/Solectron
>>Location: 3601 SW Murray Blvd. Suite 200, Beaverton, Oregon 97005
>>Benefits: Many positions are benefits eligible
>>
>>Start date: Monday, October 27, 2003
>>
>>Please apply at: www.stream.com
>>
POSITION: Support Services Representative
REPORTS TO: Team Supervisor
__________________________________________________ ___________________________
OBJECTIVE:
Provide responsive and competent telephone support to customers in areas of
product features, installation, use and usability for specified product(s).
Manage all service contacts in a professional, knowledgeable and efficient
manner through effective problem resolution.
RESPONSIBILITIES:
* Provide a high level of professional, competent support to all customers in
pre-sales and post-sales situations.
* Provide telephone support as scheduled and fill in on the phones for others
in accordance with the "all hands on deck" philosophy."
* Ensure that the department goals of problem response and problem duration
are met by keeping assigned open call queue current and meeting individual
metric goals. Ensure all customer voicemail messages are returned within
client/team expectations.
* Maintain customer satisfaction according to the current levels of
measurements for assigned client(s).
* Maintain a high level of technical product knowledge in the specified
software products and become knowledgeable in new products as assigned.
* Conduct search for customer's inquiry by navigating through electronic
knowledge database. Bookmark frequently used material for easier access and
share knowledge within the team through various channels/mediums.
* Efficiently log customer contact information in appropriate tracking
databases (either internal or client driven) in accordance with team
expectations.
* Demonstrate professional manner and exercise good judgement in interactions
with customers, vendors and other employees at all times.
* Adhere to shift schedules and maintain acceptable attendance. Provide
required notification of absence according to company policy.
* Stay current on internal work processes, policies and procedures.
* Responsible for understanding and complying with all company and team
policies and procedures.
* Other duties as assigned.
REQUIREMENTS:
* High school degree or equivalent preferred.
* PC user level experience and familiarity with Internet and MS Office
applications. Other software and/or hardware knowledge required based upon the
product supported.
* Ability to communicate customer service and technical issues effectively to
customers/clients over the telephone.
* Strong aptitude for problem solving.
* Experience that demonstrates the ability to effectively communicate with
customers and prospects using various mediums of communications. (e.g. phone,
e-mail, chat).
* Ability to work staggered support hours.
The purpose of this description is to provide a concise statement of the major
responsibilities of this position in a standardized format. It is not
intended to describe all elements of the work that may be performed and should
not serve as the sole criteria for personnel decisions and actions.
Apply directly at www.stream.com
Position Salary: $8.50-$9.00
