Job Description Template

Section 1: Identifying Information

Position Title: Associate Professional, Technical Support

Job code : TBD

Grade: 7N Date Prepared: 21 May 2018

Reports to: Prepared by:

Department: Go-to Market Business line: Sales

Positions reporting to this position None Target team size: n/a

Country/City: Pune, India

Section 2: Position Summary

Guidelines:

- List the essential responsibilities, functions and/or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.

- List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%). The most important responsibility is not necessarily the one where the most amount of time is spent.

Major Responsibility: Customer Interactions

Supporting Actions:

- Answer emails, calls and/or chat transactions.

- Respond or initiate outbound calls within established service level parameters.

End Results: Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business; Scorecard attainment of "meets expectations"

Percentage: 10%

Major Responsibility : Technical Solutions and Sales Support

Supporting Actions :

- Answer emails, calls and/or chat transactions.

- Respond or initiate outbound calls within established service level parameters.

- Process electronic requests from customers within established turnaround time.

- Provide resellers and end users with full solutions for business needs with an emphasis on customer service and facilitation of sales.

- Records all information accurately in the Solution Quote during customer dealings.

- Prevent customer returns by ensuring accuracy of solutions provided.

- Apply appropriate pricing (standard or special) on quotations/BOMs, per instructions of internal or external contacts

- Enroll opportunities for special pricing, deal registrations, and/or available pricing schemes as appropriate

End Results: Transactions are processed timely and accurately, from start to finish according to the needs of the customers and the business; Scorecard attainment of "meets expectations"; No financial impacting or critical escalations, customer complaints or financial exposure

Percentage: 30%

Major Responsibility: Progressive Training

Supporting Actions:

- Attend all scheduled trainings; participate in vendor refresher sessions and communication enhancements.

- Work with Team Lead to identify knowledge and communication gaps and obtain required information or necessary training.

End Results: 100% attendance on all critical trainings as dictated by immediate supervisor; at least a passing score on all required exams

Percentage: 10%

Major Responsibility: Product Study and Research

- Continuously assist in developing business process improvement to help drive management initiatives and hit departmental goals.

End Results: Individual/team objectives on accuracy are met, as dictated by immediate supervisor

Percentage: 10%

Major Responsibility: Training/Admin Duties

Supporting Actions :

- May also be able to perform the training/admin duties associated with the Level 2 position.

- Review escalation reports and schedule up trainings to address individual needs.

- Help investigate / validate customer returns or complaints and coach accordingly.

- Manages add-on worksheets, voicemail and call back requests to ensure completion within specified deadline.

- Will play a role as a "Go-To" technician or Champion representative. (interactions with internal contacts and/or external contacts [vend

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