Associate Professional, Presale Support
Location
Pune | India
Job description
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: 3 0%
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 [vendor and resellers] relating to assigned vendor)
End Results: Training pass rate should meet prescribed goals; administer all assigned trainings within timeline; individual/team objectives revolving around the aforementioned tasks are met, as dictated by immediate supervisor
Percentage: 2 0 %
Major Responsibility: Technical Advancement
Supporting Actions:
- Plays as a backup in the absence of the team leader.
- Plays as a mentor to new members of the segment to ensure that they deliver the same quality customer experience.
- Acts as a leader within the segment scheduling daily activities for group, monitor service level and assign staff as needed based on skills.
- Coach associates on technical skills and technology-related issues.
- May participate in assessing potential candidates during Champion or lead interviews and provide supporting feedback to management.
End Results: New hire and Training pass rate should meet prescribed goals; administer all assigned trainings and coachings within timeline; accurate and up-to-date SOP documents; meet, if not exceed defined sales and/or other business goals for the corresponding business assignment of vendor/product line/line as dictated by immediate supervisor in partnership with internal and external stakeholders , which also includes set deliverables as coverage for Team Lead in his/her absence
Percentage: 2 0 %
Section 4: Decision Making Authority Level
Decisions free to make:
- Utilize appropriate resources (e.g. Training, Quality, etc.) to work on identified business process improvement and technical knowledge opportunities
- Collaborate with operations and pertinent support teams ( e.g Training, in-country partners) in planning for, preparing and administering loca l trainings for assigned team/s
- Directly communicate with vendor contacts, in-country partners and local management or support teams for initiatives and tactical operations for the assigned vendors / lines of business
Explain the decisions that depend on position s advice:
- This role can directly support associate inquiries on proc ess- or technical-related items. The role can directly communicate with vendor contacts or local support teams to address associate process or technical concerns .
- This role can directly meet and discuss with relevant resources - both internal and external regardless of location - to identify and implement process improvements .
- The role can determine, per consultation with operations and support teams, appropriate schedules and training requirements (e.g. venue, content, etc.) prior administration of said trainings.
- Conduct cascade of information relating to vendor/business initiatives, including change management.
Example decisions that depend on position s advice:
- F ixing bottlenecks in process, simplifying required documentations, etc.
- Schedule and stage vendor trainings and cascades
- Coordination with internal and external contacts in resolving customer issues, including exceptions handling and end-to-end case management
- Items that cannot be supported are disciplinary actions, company policies and exceptions thereto, among others
Section 5: Scope/ Dimensions
- Workload equivalent to 0.4 0 FTE to up to 0.6 0 FTE, depending on anticipated business requirements and /or seasonal deliverables
- Process- or product-specific trainings for the specific vendors assigned, for trainees within a team of 100-200 associates .
- Revenue generation, the dollar value of which will be assessed and declared per business requirements.
- Serve as back-up for team lead in his/her absence for a team of 12-15 associates.
Section 6: Job Qualifications and E ducational Requirement
- Process knowledge and understanding of SLAs
- Moderate to Advanced verbal and written communication skills, including listening & comprehension
- Proficient in the use of M icrosoft O ffice
- Process-specific and other administrative tool navigation skills
- Skilled in Basic Sales & Time Management
- Effective communication to all levels within the organization
Technical Requirements
- Minimum AA degree or 2 years of University studies required. Technical certifications and/or Bachelor s degree in computer related studies, preferred.
- Advanced knowledge of departmental policies and procedures
- Expertise in: Learning complex proprietary systems, Working as a team member or independently, Presenting information accurately to various audiences, Maintaining systematic knowledge in order to complete vendor and department requests
- Must be: Able to work on flexible, shifting hours, as needed
- Previous work experience required: Four to five (4-5) years related experience in help desk, network technician or technical sales (hardware).
- Advanced knowledge of technology for corresponding product line being profiled for (e.g. servers, networking, hardware and peripherals, etc )
Section 7: IM Competencies
Communicates Effectively
- Delivers messages in a clear, concise, and compelling manner
- Actively listens and checks for understanding
- Articulates messages in a way that is broadly understandable
- Adjusts communication content and style to meet the needs of diverse stakeholders
- Models and encourages the expression of diverse ideas and opinions
Collaborates
- Models collaboration across the organization
- Facilitates an open dialogue with a variety of contributors and stakeholders
- balances own interests with others
- Promotes high visibility of shared contributions to goals
- Built, leveraged, and maintained strong, high-impact, relationships with variety of relevant parties (local, global)
- Relationships deeply anchored in stable, longterm , mutually beneficial collaboration
Builds Networks
- Applies common sense regularly
- Understands social networks at work
- Reads the system to reach goals
- Builds relationships by using savvy
Persuades
- Often convinces others
- Able to use tact when persuading
- Eager to present new ideas to authority
- Inventive; customizes presentations
- Oft en meets objections successfully
Drives R es ults
- Sets aggressive goals and has highest standards
- Is consistently one of the top performers
- Pursues everything with energy and drive, the need to finish
- Persists in the face of challenges and setbacks
- Always keeps the end in sight, puts in extra effort to meet deadlines
Ensures Accountability
- Assumes responsibility for the outcomes of others
- Promotes a sense of urgency and establishes and enforces individual accountability in the team
- Works with people to establish explicit performance standards
- Is completely on top of what is going on and knows where things stand
- Provides balanced feedback at the most critical times
Action Oriented
- Quickly and decisively takes action in fast-changing unpredictable situation
- Shows a tremendous amount of initiative in tough situations, is exceptional at spotting and seizing opportunities
Being Resilient
- Calm under pressure
- Difficult to provoke
- Uses criticism to learn
- Skilled at conflict resolution
- Rarely defensive
Manages ambiguity
- Shows high need for structure
- Jumps to conclusions
- Intolerant of delay; needs closure
- Speaks up too quickly
- Needs predictability
Self-development/ Nimble learning
- Seeks out new trends in field
- Often learns and applies new concepts
- Readily identifies own weaknesses
- Sets/attains self-development goals
- o Continually self-aware, actively works to better oneself
- o Outstanding track record of learning and personal development
Customer Focus
- Anticipates customer needs and provides services that are beyond customers expectations
- Uses customer insights to drive and guide the development of new offerings
- serves as a sttrategic partner to build, grow and maintain profitable and long-lasting relationships
Manages Complexity
- readily distinguishes between whats relevant and whats unimportant to make sesne of complex situations
- Looks beyond the obvious and does not stop at the first answers
- Analyzes multiple and diverse sources of information to define problems accurately before moving to solutions
- Has exceptional financial judgment; has keen, almost intuitive sense for financial implications of decisions
Decision Quality
- Decisively makes high-quality decisions even when based on incomplete information or in the face of uncertainty
- Actively seeks inout from pertinent sources to make timely and well informed decisions
- Skillfully separates opinions from facts
- Is respected by others for displaying superior judgment
Interpersonal Savvy
- Relates comfortably with people across levels, functions and culture
- Acts with diplomacy and tact
- Builds rapport in an open, friendly and accepting way
- Builds constructive relationships with people both similar and different to self
- Picks up on interpersonal and group dynamics
- Some recognition of on job conflict
- May suggest solutions to conflicts
- Somewhat aware of sensitive issues
- Some tolerance of difficult people
Builds effective teams
- Forms team with appropriate nad diverse mix of styles, perspectives and experience
- Establishes common objectives and shared mindset
- Creates a feeling of belonging and strong team morale
- Shares wins and rewards team efforts
- Fosters open dialogue and collaboration among the team
Develops Talent
- Places a high priority on developing others
- develops others throug coaching, feedback, exposure, stretch assignments
- Aligns employee career development goals with organizational objectives
- Encourages people to accept development moves
Instills Trust
- Follows through on commitments
- Is Seen as durect and truthful
- keeps confidences
- Practices what he/ she preaches
- Shows consistency between words and actions
Global Perspective
- looks toward the broadest possible view of an issue
- thinks and talks in global terms
- understands the position of the organization within the global context
Strategic Mindset
- Is able to cope with some complexity and ambiguity; able to analyze strategies but does not yet generate strategies
Cultivates Innovation
- Comes up with useful ideas that are new, better, or unique
- Introduces new ways of looking at problems
- Can take creative idea and put it into practice
- Encourages diverse thinking to promote and nurture innovation
Optimizes Work Processes
- Sets and meets quality improvement targets; Strives for efficient, effective, high quality performance; Delivers results by deadlines; Responds to difficult situations and takes initiative to make improvements; Focuses on quality
Balances Stakeholders
- Earns respect of others, takes time to build relationships; has presence, is able to influence and build support using limited communication style; accepts learning and personal development opportunities that arise
Business Insight
- knows the business and how organizations make money
- keeps up with the current and possible future policies, practices, and trends in the organization, with the competition and in the market place
- Uses knowledge of business and how strategies and tactics play out in the market to guide actions
Job tags
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