Provide support and escalation of issues within agreed procedures and service level agreements. Manage customer’s expectations and display ownership for customer request.
Respond to customer request efficiently and escalate to other functional team as required.
Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customer.
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Product Advocacy: Act as a technical subject matter expert, presenting new product features, roadmaps, and technical best practices to clients and internal stakeholders.
Collaboration: Work cross-functionally with Sales, Product Management, and Engineering to ensure client requirements are met and to provide feedback for future product iterations.
Experience: Minimum of 2 years of professional experience in an FAE or technical support role within the server, storage, or data center industry. OR with 5 years PC experience in FAE role or technical support.
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Resolve all business issues with partners through effective coordination and communication- thus maintain the partner relationship to ensure sustainable business.
Gather and monitor competitor / market information for company to take actions on pricing or promotion programs.
Coordinate with branch channel marketing team to draw POSM requirements & device marketing plan.
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