Job Description

Company:
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Qualcomm India Private Limited Job Area:
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Service & Support Group, Service & Support Group > Product Support Specialist Qualcomm Overview:
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Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in.

General Summary:

• General Summary


Product Support Specialists using Salesforce.com unified support platform to receive support tickets related to the Qualcomm Aware Platform. Support contexts range from device support, software upgrades, capabilities, portal functionality, route planning, defects, billing issues and any other issues encountered by customers as part of the business relationship.

Principal Duties & Responsibilities


+ Acts as the customer's first point of contact. Tier 1 support registers problems, collects detailed descriptions, prioritizes, and escalates advanced issues to Customer Engineering using Salesforce.com support platform.
+ Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
+ Support device tracker and related service functionality (device configuration, shipment logistics programming, alerts, and faults)
+ Support Identity Access Management systems to maintain customer accounts, login, password resets, connectivity.
+ Support Sales related tasks from Tier 1 support, working together with Sales and Sales Operations team to process requests and discrpencies (Billing, Payments, Refunds)
+ Maximizes systems capabilities by studying technical applications and making recommendations.
+ Tests compatibility of new features with existing ones.
+ Gathers data to identify and evaluate technical trends and report bugs and change requests on behalf of customers.
+ Confirms program objectives and specifications through use and testing
+ Expert knowledge of software, services, and necessary applications for product workflow.
+ Trains users on new features, create training videos, user manuals, digital instruction pages and knowledgebase articles in collaboration with technical writers.
+ Documents hardware and software updates. IT Core Competencies


+ Knowledge of script languages such as Python, JavaScript, Java, C#, REST API, etc.
+ Experience using Salesforce.com (Cases) Required Competencies


+ Excellent problem-solving and troubleshooting skills.
+ The ability to communicate technical information in an accessible manner to non-technical employees.
+ A process improvement mindset.
+ Software maintenance and testing capability.
+ Vendor relations experience.
+ Basic knowledge of networking principles and operating systems.
+ Ability to effectively prioritize and execute tasks in a high-pressure environment.
+ Customer-service focus.
+ Collaborative mindset.
+ Hands-on problem-solving ability. Minimum Qualifications


+ Associate's degree or above in computer science, information systems, or related field
+ Prior experience working on a Helpdesk, in IT, or similar technical function

• Additional Preferred Qualifications


+ Bachelor's degree or above in computer science, information systems, or related field
+ 5+ years experience working on a Helpdesk, in IT, or similar technical function Physical Requirements


+ In region, in office daytime work schedule

Applicants : Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail myhr.support@qualcomm.com or call Qualcomm's toll-free number found here . Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities.


Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.


If you would like more information about this role, please contact Qualcomm Careers.