What are the responsibilities and job description for the Technical Support - Panasonic Projectors position at PCONA Panasonic Connect North America?
This may involve granting exceptions to established policies in certain situations, in order to provide the best possible service to the customer. You will need to be able to weigh the needs of the customer against the policies of the company, and make informed decisions based on the specific circumstances of each case.
Knowledge and expertise on Professional Displays, Projectors, and video signal handling will be instrumental in resolving issues that Tier 1 and Tier 2 Call Center Technicians may not be able to address. Knowledge of computer networking and application troubleshooting will be an added value. You will need to have a strong understanding of the technology behind these devices, as well as be able to troubleshoot and diagnose problems that arise during their use.
In addition, you will need to be able to respond to customers with specific and tailored responses, rather than relying on scripted or template-based responses. This will require you to actively listen to the customer's concerns and use your knowledge and expertise to provide specific solutions that meet their requests and needs. You will need to think creatively and outside the box to come up with effective solutions and be able to explain your reasoning to the customer while also keeping in mind the company’s strategic objectives.
What You'll Get to Do:
Support Case Management
- Process escalated support requests from Tier 1 and Tier 2 agents. This includes receiving and reviewing complex technical issues that have been escalated to you and providing timely and effective solutions to ensure that customers receive the highest level of support. This will include working independently and having the ability to prioritize and manage multiple cases simultaneously, ensuring that each case is resolved to the satisfaction of the customer.
- Actively review any pending Tier 2 and Tier 3 tickets that are open for action and proactively address issues in the ticket
- Utilize the provided Customer Resource Management system (SalesForce) to open, track progress, escalate, and close service tickets related to Professional Displays, Projectors and other Solutions within the PIVS portfolio.
Professional Development
- Gain, maintain, and increase your knowledge of the past, current, and future lineup of Panasonic products that are sold as part of the Visual Systems product portfolio. This includes being available for sales and engineering training and other training provided to Customer Engagement Center agents.
- Stay up to date with the latest product releases and features, as well as be aware of any changes to existing products. Develop a deep understanding of the technical specifications and capabilities of these products, as well as their intended applications and use cases.
- As part of your professional development, you will be expected to attend training sessions and other learning opportunities provided by the company. This will help you stay current on the latest trends and best practices in the industry and ensure that you provide the highest level of support to customers.
- In addition to receiving training, you will be asked to deliver or assist in delivering training to Tier 1 agents.
Cross Functional Team Actions
- Identify and escalate potential quality product issues to the PIVS management. This involves closely monitoring service tickets and customer feedback to identify any recurring or widespread issues that may indicate a larger problem with the product. This may also be involved in the process of investigating and resolving these issues. This may involve working closely with other teams such as engineering or product development to identify and test potential solutions.
Customer Success
- Participate in continuous improvement in order to evaluate processes and workflows to help improve the operations of the Visual Systems Call Center team. This involves constantly looking for ways to streamline processes, increase efficiency, and enhance the overall customer experience. Regularly review existing processes and workflows to identify areas for improvement. This may involve analyzing service ticket data to identify trends or patterns, soliciting feedback from customers or other team members, or conducting process mapping exercises to identify bottlenecks or inefficiencies; moreover, be able to provide reports to sustain any of the improvement actions mentioned.
What You'll Bring:
Education & Experience:
- Bachelor’s or Associates Degree in Technical field or 10 years related work experience or equivalent combination of education and experience.
- Industry certifications a plus.
- Proficiency in various computer OS and Microsoft Office specifically MS Teams, Outlook & Excel.
- Experience with SalesForce or other CRM systems is highly desired.
Problem Solving:
- Must have excellent Panasonic Projectors and Professional Displays product knowledge with and understand the operation of the products, IT Technology and Networking, and other peripheral systems used in the AV industry.
- Must have the ability to effectively and efficiently solve normal challenges and problems working on a remote location, works well under pressure situations.
- Know where and /or how to get the necessary technical information required for supporting customers.
- Should be Self-Starter highly motivated individual who is quick learning, intuitive and can manage multiple talks simultaneously
Communications:
- Position requires concise communication skills and problem-solving ability to logically troubleshoot problems and determine the course of action needed to complete the call in the shortest time possible. Excellence in both written and oral communication skills required
- Knowledge of customer telephone handling techniques, as well as chat and email support processes.
- Strong MS Office Skills; specifically, Excel, PowerPoint, Word and Outlook Email, experience creating, formatting and maintaining forms, spreadsheets, and presentations.
- Ability to write reports and communicate with higher tiers and factory on reoccurring problems within the product lines.
Other Requirements:
- Able to lift up to 30 lbs
- Able to work well with minor supervision from remote locations.
- Ability to Travel 20%-30% as needed for training and or supporting operations on-site.
- Overnight domestic travel, as necessary.
- May be required to work extended hours required to complete special projects.
What We Offer:
- High Performance Culture
- A focus on Diversity, Equity and Inclusion
- Teamwork and Collaboration
- Rewards and Recognition
- Learning & Development Opportunities Across Multiple Business Units
- Competitive compensation packages
- Comprehensive benefits
- Paid Parental Care Leave
- Educational Assistance
- Volunteer time off
- Total Well Being Program
- Employee Referral Program
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.
Salary : $55,000 - $80,000
