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Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to resolve customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field EMC employees, Chat and Web support calls. Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.
Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments
As appropriate, determines which tool(s) to use to resolve issues including running tests
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution
Participate in eService content creation (self-service) such as Chat, and Support forums
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers
May need to engage or escalate to more senior resources to resolve more complex issues.
After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Ability to work in a high-pressure environment.
Problem solving skills.
Troubleshooting skills.
Exhibits confident behavior.
Time management skills.
Ability to work independently.
Knowledge of job associated database/software/documentation.
Customer focused.
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