The Global Customer Quality and Technical Engagement (CTE) group is responsible for creating an exceptional customer support experience with our Seagate and LaCie products through phone, email and messaging channels. As part of this mission, we strive to ensure consumers can easily find the information they need to quickly resolve product issues. This means providing customer support in the places where consumers visit most, including apps, digital and social media platforms, and our own Seagate and LaCie support sites.

• Manage Business Partners on day-to-day activities to achieve Net Promoter Score goal.
• Provide technical support on customer issues, either working directly with the customers or through agents
• Provide solutions and suggestions to improve customer satisfaction
• Manage customer escalation by working directly with the customers and pulling in necessary internal resources to resolve customer issues
• Provide support to Business Partner's agents as necessary
• Work on process root-cause analysis and preventative actions to reduce escalation occurrence and eliminate issue recurrence
• Periodical process review for improvement and development
• As necessary, work on (Return Merchandise Authorization) RMA discrepancies with internal teams

• Must have the skill set to determine methods and procedures on new assignments

• Be able to work on assignments requiring considerable judgment and initiative while understanding the implications of work and make recommendations for solutions.
• Contributes guidance to other support level employees and front-line agents.
• Help identify and eliminate problems.
• Determine root cause analysis on complex escalation
• Flexible to transfer to any other duties considered necessary to meet the needs of the business

• Customer support experience
• Strong technical background on computer hardware
• Must be familiar with Windows and Mac OS operating systems. Linux is a plus.
• Microsoft Office suite - Excel, PowerPoint, Outlook, Word, etc,
• SATA and USB experience/knowledge is a strong plus
• Hard Disk Drive and Solid-State Drive experience/knowledge is a plus
• Able to work different shifts as required by the business operation is highly desired
• Multi-lingual - English plus Spanish, French, German, Portuguese, or other languages is a strong plus
• Current hours of support in the Contact Center are Monday - Friday (AMER) 7:30 AM - 6:30PM & (EMEA) 1AM - 10AM. The hours are subject to change with or without notice at the sole discretion of Seagate.

Location: Oklahoma City, Ok

Our Oklahoma City, OK campus serves as the center of Lyve Mobile process development. Located in the heart of a bustling community just minutes from downtown. Minutes away from many restaurants and shopping. An on-site fitness center is also available for your convenience.

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