Siemens Support Center Advisor (SISW) in Ann Arbor, Michigan
Support Center Advisor
At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow’s reality. Find out more about the Digital World of Siemens here: www.siemens.com/careers/digitalminds .
This role will require the successful candidate to:
Use our chat platformto interact with customers that need Support Portal assistance. This includes, but not limited to, thefollowing issue types: Incorrect Entitlements, Inability to DownloadSoftware/License or Open a Support Case, and Incorrect Profile details (emailaddress, company name or title).
Throughout theinteraction with customers within the chat platform, it will be required thatthis candidate is able to process these Support Center website registrationrequests, assigning proper Site IDs to users for correct location and productpreference entitlement in the Contact Administration tool. Recognize andidentify non-standard or non-compliant email addresses for registrants andescalating as needed to the Wilsonville Global Support Team for furtherresearch.
Provide insights andrecommendations into ways to reduce chat incidents. This can be through the creation of KBArticles, videos, or chat automation.
Create content (KBArticles/Videos) that will increase self-help and assist in deflecting chat orsupport cases.
Asa secondary responsibility (and if time availability exists), this candidatewill also:
C losely monitor thedaily queue for Support Center Help Requests (Support Actions) from customersand employees, researching their issues, implementing solutions related toentitlement, Site ID and contact updates, following up with the customers andclosing the Service Request Cases.
Closely monitor thedaily inbound emails for the Global Support inbox from customers and employees,providing them with resource answers, routing them to appropriate contacts asneeded (for website or GTS tool defects or enhancements), researching andimplementing solutions for requests within our scope (many of these are likeSupport Center Help Requests (Support Actions), and escalating one-off or outof the ordinary requests as needed to the Wilsonville Global Support Team forfurther research.
Ability to learnprocesses quickly and efficiently with Seibel GTS tool we use for ServiceRequests, Contact Administration, Site ID and Account lookups, and productentitlement for customers, employees, and distributors.
Use various reportingand analytics tools such as Queries and exports within the Seibel GTS tool, andadditionally with our Ebase Production Citrix StoreFront reporting tool forresearching Site, entitlement and product information for troubleshootingpurposes.
Occasional performancetesting / QA of Support Center release fixes and Seibel GTS tool release fixes,escalating tool defects or issues as needed to the Wilsonville Global SupportTeam.
Occasionally,documenting updates that are made to the processes, systems and/or policiesassociated to how the support actions, entitlements and/or registrations arehandled.
Skillsthat would enable the candidate to be successful would include:
Prior experience usinga chat platform to interact with customers.
Demonstrated ability to handle simultaneous chats while maintaining highcustomer satisfaction and resolution rate.
Time management,multi-tasking, and ability to prioritize daily tasks based on issue severityand number of customers affected by the issue.
Troubleshooting andproblem-solving skills, using documented process resources and tools for commonscenarios, and recognizing issues which are uncommon and would need escalation.
Good writtencommunication skills (as much of our work with Global Support and SupportCenter Help Requests (Support Actions) would be handled exclusively throughemail.
Thorough follow-throughand follow-up with customers, some of our requests remain open and pending forvarious reasons, so regular communication with customers and employeesindicating the status so they do not feel ignored or forgotten is essential.
Experience withcustomer service & technical customer support would be preferred.
An inquisitive mind andwillingness to learn and ask questions is strongly recommended.
Organization: Digital Industries
Company: Siemens Industry Software Inc.
Experience Level: Experienced Professional
Job Type: Full-time
Equal Employment Opportunity Statement
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