What are the responsibilities and job description for the SR. TAC SUPPORT (SOFTWARE) position at PCONA Panasonic Connect North America?
Overview :
Reporting to the Technical Assistance Center (TAC) Manager, the Sr. TAC Support will be responsible for managing the open issues for PanaCIM EE and Gen2 software suites along with other peripheral modules. They will be the window person for the Technical Account Managers (TAM) to follow up and resolve open issues for customers.
At Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business. As part of our team, you will push boundaries, take action, and face challenges alongside our customers to innovate experiences that define the changing world of work.
Watch this video to see how we connect talent to opportunity, work to tomorrow and solutions to purpose. Come join our journey!
Responsibilities :
What you will get to do :
- Resolve customer problems via the hotline, chat, e-mail, faxes, other channels while maintaining awareness of the hotline call system and assuring hotline service levels are met.
- Provide assistance / consultations to customers in preparation for software installations.
- Resolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.
- Manage the issues from receipt to closure, this includes following up a due dates and alerting the TAM managers when an issue is not going to be closed on schedule
- Make sure all issues are entered into the SAP and CRM systems and cases created, and that follow-up actions are defined.
- Act as the subject matter expert and assist junior level staff and / or take over cases as needed.
- Coordination between multiple suppliers, subcontractors and project level agreements.
- Escalate all customer issues and problems with the development group to resolve bugs and submit software enhancements.
- Provide the logs and summary information needed for development to follow up on an issue.
- Document and share newly found information or trouble shooting techniques to the knowledge base.
Training and product specialization :
Qualifications :
Education & Experience :
Competencies :
Other :
What We Offer :
Panasonic is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.
LI-AU1
LI-Remote
The salary range of is just one component of Panasonic Connect's total package. Actual compensation varies depending on the individuals knowledge, skills, and experience. This role may be eligible for discretionary bonuses and incentives.
Salary Range : 80,000 - $105,000
Salary : $80,000 - $105,000
