Customer Support Representative - III

at Intel Corporation

location Hillsboro, Oregon

Updated on Nov 26, 2018

Contract Position
12 month(s)

  • Referral Bonus

    $500

    approx.
  • Signing Bonus

    $500

    approx.

Pay Rate $21.49 per hour

Experience 3-7 Years

Eligibility Green Card, US citizen

Industry

Semiconductors and Other Electronic Components

Travel

Not Specified

Job ID

JAIDC642857

Working Remotely Allowed

No

JOB DESCRIPTION

Warranty Coordinator
The warranty coordinator is responsible for assisting channel partners and resellers with customers who have purchased extended warranties for Intel Server products, and are having issues registering their activation keys or getting credit returns. They need a very high degree of professionalism while providing impeccable customer service for every call and customer request that comes their way for either internal or external customers. They will need to be able to effectively troubleshoot process issues that come to them to from customers to determine what part of the registration process broke down, and therefore how to resolve the customer's issue. The warranty coordinator will need to have excellent customer handling skills as the customers that they deal with may be less than happy when they contact us.
The position will need to be Oregon/Hillsboro based, and accommodate face to face meetings with the Program Manager as needed. The skill set needed will be a mix of project management, troubleshooting and data entry.
In addition, the warranty coordinator will need to:
Excellent customer service skills
Monitor a public email box for issues that come in
Handle customer requests in a timely fashion
Escalate cases to the Program Manager when required
Understand how to file incident tickets with TAC
Be an expert on the Entitlement Hub tool
Submit credit notice requests in the CSAR tool
Understand how to look up Hardware MM# in the findit.intel.com tool
3+ Years Excel skills. Very comfortable with using excel.
Capture and report on metrics for the program on a weekly basis
Be able to identify trends in customer issues, and work with Program Manager to resolve
Ability to deal with potentially upset customers
Troubleshooting
Analytics/reporting

Minimum Education: HS Diploma or GED for US candidates
Preferred skills:
Salesforce would be a plus, but not required
Local Candidates 

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