Sr. Technical Support Engineer

Job Description

As a Sr. Technical Support Engineer, you will serve as a crucial point of contact between the Level 1 support team, our customers, and the Engineering team.

Your primary responsibility is to effectively resolve technical support incidents and service requests in accordance with service level agreements and standard operating procedures.

This customer-facing role demands excellent verbal and written communication skills, as well as the ability to work under pressure and lead Level 1 team members.

KEY RESPONSIBILITIES:

- Train and provide technical assistance to the Level 1 support team, ensuring consistent, high-quality service for AMD customers and adherence to service level agreements (SLAs).
- Triage, investigate, and resolve customer support tickets escalated by the Level 1 team.
- Accurately document investigative steps and analysis, escalating technical issues to the Engineering team for potential software bugs in AMD software through the JIRA system.
- Proactively manage e-ticket allocations to Level 1 team daily, maintain KPI report, and lead team meetings to maintain and enhance KPI performance.
- Monitor the quality of Level 1 responses, maintain and present quality reports to management.
- Share critical knowledge and new product releases with support colleagues, while contributing to overall process improvements.
- Manage and track internal escalations and customer issues, ensuring timely and thorough resolutions.
- Collaborate with cross-functional teams to investigate and resolve urgent technical and warranty matters.
- Actively participate in meetings, presenting high-priority issues with relevant data and proposed solutions.
- Participate in IT projects for system enhancement and testing.
- Maintain current product knowledge and support procedures.
- Manage support for Level 1 team to meet SLA, improve response quality, and enhance customer satisfaction (60%).
- Improve e-ticket response quality to prevent potential escalation (10%).
- Conduct user acceptance testing (UAT) as part of IT projects (10%).
- Provide technical support knowledge transfer to Level 1 team (10%).
- Lead team meetings, ensure user job-aid documentation and SOP adherence (10%).

REQUIREMENTS:

- 5-7 years of experience in a technical support role; team lead experience highly valued.
- Strong knowledge of Windows, Linux, and Mac operating systems.
- Comprehensive understanding of computer hardware and software drivers.
- Excellent interpersonal and communication skills, fostering strong relationships.
- Professional and enthusiastic communication via phone and email.
- Ability to guide and motivate Level 1 team members.
- Experience with CRM systems (e.g., SAP, Salesforce, Zendesk, etc.).
- Proven ability to manage and resolve stressful customer situations.
- Proficient with Microsoft Office Suite and online applications.
- Ability to work effectively with staff across departments and locations worldwide.
- Capability to work under pressure without losing focus.
- Solid understanding of process and process design.
- Efficient workload management, including e-ticket assignment and progress monitoring for Level 1 team.
- Achievement of Service Level standards.
- Quality delivery of customer solutions, resulting in increased overall satisfaction.
- Positive contributions to the company beyond day-to-day role activities.

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