Providing exceptional customer support to Western Digital customers and partners via telephone calls, emails, and shared screen communications to drive the highest level of customer satisfaction and minimize system down-time; Resolving customer issues and problems by diagnosing and troubleshooting issue and working with customers to implement resolution provided. Creating, managing, responding to, and driving to resolution support cases submitted by customers, partners, and resellers experiencing challenges using Western Digital Platform including servers, storage hardware, and software products within the specified service level agreements (SLAs);Adhering to and maintaining specified SLAs to drive resolutions to reported issues. Escalating to and working closely with software and hardware engineering teams to determine root causes and appropriate resolution for customers; Using data collection and analysis tools to comprehend the nature of the issue and analyzing the root cause to drive corrective actions. Performing deep technical troubleshooting, research, filings bugs, determining root case, establishing problem solutions, and confirming resolutions. Authoring and submitting knowledge-based articles based on customer issues and interactions; These knowledge-based articles act as points of reference for future issues that are reported, helping the support teams and customers to resolve any known issues
Qualifications
Bachelor’s degree in computer science or Electronics is preferred. Other Engineering Streams are considered with experience in Implementing and supporting Storage and Server products.
BSc or BE
At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.
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