Supplier to provide Local Language Remote Support - Japanese, Korean, Mandarin, Cantonese and English.

Supplier to provide Local Language Remote Support - Japanese, Korean, Mandarin, Cantonese and English.

Key Requirements:

Ability to connect with HPE workflow management systems to log and manage cases.

Accurately document customer interactions and incident resolution actions

Ability to support voice and non-voice (chat, electronic) cases in HPE defined local languages.

Provide differentiated customer experienced based on portfolio/entitlement.

Ability to connect with HPE telephony system to receive phone calls (HPE manages IVR)

Ability to connect with HPE case exchange mechanism to receive electronic cases (Case entry via HPE systems)

Ability to accurately diagnose and troubleshoot customer incidents remotely.

Ability to meet HPE defined voice and electronic case SLAs.

Ability to provide timely resolution and follow-through until case closure, to efficiently manage case backlog.

Implement ‘Keep Customer Informed (KCI)’ mechanism to inform customers about key events.

Provide a mechanism for customers to check case status, including Field Engineer dispatch and part shipments.

Meet or exceed HPE defined key quality metrics.

Focus on customer delight and operational efficiencies.

Ability to prioritize and manage customer escalations.

Ability to determine exceptionally complex cases requiring HPE L3 engagement (Elevation)

Collaborate with HPE Engineering Resolution team to resolve complex cases

L0 Support – 

Scope

L0 Support is the first line of inquiry and is responsible for managing customer service requests through different access channels like voice, e-Access, and machine-to-machine. The agent has 'front-end' responsibilities related to the management of the services request including checking entitlement, logging cases, monitoring open cases to ensure that the contractual response time commitment is met based on customer Service Level Agreement (SLA), routing cases to the relevant queues and notifying the Account team about cases related to Complete Care (CC) contracts.

The agent has 'back-end' responsibilities related to cases reporting for strategic customers, notification to contract admin for updating contract info, review of customer feedback related to customer access & case management, and analysis of statistics related to customer access and case management.

Responsibilities

First line of inquiry for customer calls and log the calls into a database

Ensure customer is entitled to the service and validate customer contract details

Manage service requests through different access channels

Manage customer expectations and identify customer problems

Perform re-entitlement and clarification and contact customer if further information is needed

Monitor the service event

Handle on-time case escalations and complex situations

Coordinate support activities

Manage multiple tasks or cases simultaneously with minimal supervision

Keep technical documentation as per requirements

Meet deadlines and keep service level agreements

Key Deliverables

Process descriptions are strictly followed Customer satisfaction.

Incoming phone calls, mails and cases are handled on time.

Calls and cases meet the quality requirements.

Knowledge

Bachelor's degree or equivalent experience

Good command of languages to be supported, Native level and good communication skills

Experience in customer facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support is preferred

Excellent service mindset 

2+ Oversea stay experience is preferred and required N1 level (for Japan)

L1 Support – 

Scope

The Level 1 (L1) Support engineer works remotely to diagnose or solve customer problems over the phone, via web collaboration or mail. L1 Support offers online technical support to customers based on portfolio offer type and entitlement. On receipt of a service request, the L1 Support engineer researches a solution through remote diagnosis, documentation and/or knowledge databases within agreed time frames.

He or she will perform suitable information gathering, analytical troubleshooting and problem research to accurately diagnose and resolve issues. Qualification of hardware cases involves diagnosis and recommendation of parts for the field engineer, or for direct shipment to the customer, including replacement of whole units. In all cases where a problem gets too complex, the L1 Support engineer is responsible for timely collaboration with and elevation to Level 2 (L2) Support.

Responsibilities

Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement. Log cases, provide information, and troubleshoot to solve customer problems according to company KPI (Key Performance Indicators) for the business

Manage customer expectations based on customer entitlement

Keep customers informed, set and follow commitments, keep precise case documentation and case ownership, and add case resolution to knowledge management service

Engage team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met. Elevate and/or escalate to next level in a timely manner when the case is complex

Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence

Manage multiple tasks or cases simultaneously with minimal supervision

Active and self-paced improvement of technical and business process knowledge

Independently and actively improve the quality metrics towards the achievement of targets

Keep documentation as per requirements

Meet deadlines and keep service level agreements

Key Deliverables

Customer Satisfaction

Commitments are met

Knowledge of products and processes

Case management

Productivity & efficiency

Diagnosis accuracy

Competitive performance balanced between productivity, cost and quality

Knowledge

Bachelor's degree in Computer Science, Electrical Engineering, or related field

3+ years of experience required in technical support to Enterprise Customers and/or Service Providers

Excellent verbal and written communication skills in language to be supported, Native level 

Excellent trouble shooting skills and logical thinking

Excellent service mindset 

Skills in supporting HPE products (refer to support list)

2+ Oversea stay experience is preferred and required N1 level (for Japan)

Storage L1

Knowledge

Excellent verbal and written communication skills in language to be supported.

Experience in troubleshooting in a technical environment.

Excellent analytical and problem-solving skills.

Software and hardware knowledge of computing, storage and peripheral devices.

Advanced proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support experience. E-support experience and knowledge.

Understand the customer to be an advocated for the customer.

Skills

Culture Sensitization

Developing Service attitude

Customer Ownership 

Effective Call Management

VnA/Grammer Capsule

Chat & eMail etiquettes

Mandatory Training

Storage Foundation

HPE Storage Networking Service, Support & Troubleshooting

Host Connectivity for Storage

Disk Storage

MSA Service Support & Troubleshooting

NAS Service Support & Troubleshooting

StoreServ, Primera & Alletra Service support & Troubleshooting

Alletra MP Service support & Troubleshooting

Backup Storage

MSL & ESL Service Support & Troubleshooting

StoreOnce Service support & Troubleshooting

High Performance Storage

NAS Service Support & Troubleshooting

StoreServ, Primera & Alletra Service support & Troubleshooting

XP Service Support & Troubleshooting

Compute L1

Knowledge

Excellent verbal and written communication skills in language to be supported.

Experience in troubleshooting in a technical environment.

Excellent analytical and problem-solving skills.

Software and hardware knowledge of computing, storage and peripheral devices.

Advanced proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support experience. E-support experience and knowledge.

Understand the customer to be an advocated for the customer.

Skills

Culture Sensitization

Developing Service attitude

Customer Ownership 

Effective Call Management

VnA/Grammer Capsule

Chat & eMail etiquettes

Proliant, HPC, CIN

Mandatory Skills

Server Fundamentals 

Storage Fundamentals

Networking Fundamentals

ProLiant

Industry Standard Architecture

Proliant ML /DL Product Training

Networking Concepts  

Windows on Proliant

Vmware on Proliant 

Linux on Proliant

HPC

Apollo Service, Support Troubleshooting

Cray Service, Support Troubleshooting

HPCM 

Converged Infrastructure

Virtual Connect Troubleshooting

OneView Troubleshooting

Proliant Blade Service, Support & Troubleshooting

Hyper Converged/Composable Compute:

Mandatory Skills

Server Fundamentals 

Storage Fundamental

Networking Fundamentals

SAN Fundamentals

Proliant DL Service Support & Troubleshooting

SimpliVity

ProLiant DL Server Troubleshooting

Windows Server Operating System Training

VMware Vsphere 

SimpliVity ICM

SimpliVity Service, Support & Troubleshooting

Composable

Virtual Connect Troubleshooting

OneView Troubleshooting

Synergy Service, Support & Troubleshooting

Edge and Software Defined Server:

Moonshot Service, Support & Troubleshooting

Edge Line Service, Support & Troubleshooting

L2 Support – 

Scope

L2 Support is responsible for providing remote reactive technical support in complex computing environments. They deliver prompt resolutions on complex and/or critical problems and provides technical knowledge that prevents problem re-occurrence.

In order to resolve customer issues, the engineer is required to have extensive and in-depth knowledge of the technologies and products supported, sometimes verify the issues via lab reproduction, autonomously research and develop workarounds/solutions, often engage in a dialogue with their colleagues, L1 Support, customers, account representatives, escalation managers, sales personnel and other teams including the HPE engineering resolution teams/product engineering teams

Responsibilities

Respond to customers in a timely manner via phone/mail/web. Provide guidance, information and troubleshoot to solve customer problem according company Key Performance Indicators (KPIs) for the business

Provide leadership in technical problem management and the resolution of all customer reported issues, working closely with end customers, HPE remote and field support staff

Adhere to the Operating Level Agreement (OLA) between L1 Support, L2 Support and Engineering Resolution teams

Work as part of a team that may require collaboration with other parties

Deliver trainings when appropriate to the L1 Support teams

Attend trainings when appropriate and develop his/her skill set, knowledge and competencies

Exercise technical writing skills to publish issue resolution documents. Contribute to knowledge generation and capture via the respective knowledge database tools

Communicate effectively with technical and non-technical stakeholders and be able to lead conversations/discussions on high level. Exude confidence and be regarded as a trustworthy partner

Perform laboratory testing and be proficient in working with the company resources and tools for customer problem resolution

Key Deliverables

Customer satisfaction index, including customer expectation management as part of the escalation process (Assist the account delivery and escalation management in their efforts as a technical expert to help set properly the expectation of the customer)

Individual service level metrics

Team service level metrics

Meet commitments

Productivity and efficiency

Self-development

Mentor and coach all CSC team members within all support levels

Knowledge

Bachelor/Master degree or equivalent experience

Professional experience: 5+ years of experience in service and support of server (HPE, Dell, IBM), storage and networking experience

Excellent verbal and written communication skills in language to be supported, Native level

Fluent in English language

Excellent trouble shooting skills and logical thinking

Skills in supporting HPE products (refer to support list)

Excellent service mindset 

2+ Oversea stay experience is preferred and required N1 level (for Japan)

Storage L2

Knowledge

Excellent verbal and written communication skills in language to be supported.

Experience in troubleshooting in a technical environment.

Excellent analytical and problem-solving skills.

Software and hardware knowledge of computing, storage and peripheral devices.

Advanced proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support.

Partners frequently with the Sales Pursuit team.

Ability to solve and document solutions for usage of other technicians and customers.

Ability to mentor new agents.

Ability to lead resolution activities with escalated customers.

Disk Storage

MSA Service Support & Advanced Troubleshooting

NAS Service Support & Advanced Troubleshooting

StoreServ, Primera & Alletra Service support & Advanced Troubleshooting

Alletra MP Service support & Advanced Troubleshooting

Backup Storage

MSL & ESL Service Support & Advanced Troubleshooting

StoreOnce Service support & Advanced Troubleshooting

High Performance Storage

NAS Service Support & Advanced Troubleshooting

StoreServ, Primera & Alletra Service support & Advanced Troubleshooting

XP Service Support & Advanced Troubleshooting

Compute L2

Knowledge

Excellent verbal and written communication skills in language to be supported.

Experience in troubleshooting in a technical environment.

Excellent analytical and problem-solving skills.

Software and hardware knowledge of computing, storage and peripheral devices.

Advanced proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support.

Partners frequently with the Sales Pursuit team.

Ability to solve and document solutions for usage of other technicians and customers.

Ability to mentor new agents.

Ability to lead resolution activities with escalated customers

ProLiant

Proliant ML/DL Advanced Troubleshooting

Networking Advanced Troubleshooting  

Windows Server Operating System Training

VMware Vsphere 

RedHat

SUSE

SimpliVity

ProLiant DL Server Advanced Troubleshooting

Windows Server Operating System Training

VMware Vsphere 

SimpliVity ICM

SimpliVity Service, Support & Advanced Troubleshooting

HPC

Apollo Service, Support Advanced Troubleshooting

Cray Service, Support Advanced Troubleshooting

HPCM 

Converged Infrastructure Track (CIN)

Virtual Connect Advanced Troubleshooting

OneView Advanced Troubleshooting

Proliant Blade Service, Support & Advanced Troubleshooting

Composable Track

Virtual Connect Advanced Troubleshooting

OneView Advanced Troubleshooting

Synergy Service, Support & Advanced Troubleshooting

Edge and Software Defined Server

Moonshot Service, Support & Advanced Troubleshooting

EdgeLine Service, Support & Advanced Troubleshooting

Interested candidates can message on 📞 +91 98999 97366 (Sushant)