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SeniorFull-timeGit
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Provides product technical leadership and serves as the connective tissue between Product/Engineering/Quality and the Global Consumer Support function. Supports all new product introduction and emerging issue training and communication coordination, serving as product support subject matter expert and driving readiness and response efficacy.
Key Responsibilities
- →Responsible for technical support readiness of new and sustaining products for assigned products
- →Responsible for post release and sustaining field analysis of new and sustaining product releases
- →Responsible for call center business partner training, preparation, and readiness
- →Responsible for authoring, review, and publication of self-service customer-facing assets including knowledge base content and support video scripting
- →Responsible for end user escalations and driving issue resolution with cross functional teams
- →Provide technical leadership in call center quality audits and recognize areas of improvement for business partner support teams
- →Provide Tier 3 break fix, issue duplication, troubleshooting, and documentation
- →Update and maintain Readiness and Response Standard Operating Procedures and documentation
- →Responsible for monthly presentations that include, but are not limited to KPI and top call drivers for the designated product lines
- →Responsible for ensuring customer-facing product line support and documentation are updated and accurate
- →Engage with Product Marketing, Quality Engineering, eCommerce, GCS Digital Strategy, and Product Management teams to ensure SanDisk products provide the best customer experience
- →Serve as the voice of the customer related to designated product lines
- →Internal escalation points for reported product issues from other departments
- →Actively monitor Community Forums and Product Review channels for emerging issue trends, engaging directly in these forums when necessary and utilizing this intelligence to provide voice of customer insights to cross functional teams and improve content assets as needed
- →Special projects and assignments as determined and required by GCS management
