Candidate should have 5 to 7 years of experience in a technical support role; team lead experience highly valued. Strong knowledge of Windows, Linux, and Mac operating systems. Comprehensive understanding of computer hardware and software drivers. Excellent interpersonal and communication skills, fostering strong relationships.
Professional and enthusiastic communication via phone and email.
Ability to guide and motivate Level 1 team members.
Experience with CRM systems (e.g., SAP, Salesforce, Zendesk, etc.).
Proven ability to manage and resolve stressful customer situations.
Proficient with Microsoft Office Suite and online applications.
Ability to work effectively with staff across departments and locations worldwide.
Capability to work under pressure without losing focus.
Solid understanding of process and process design.
Efficient workload management, including e-ticket assignment and progress monitoring for Level 1 team.
Achievement of Service Level standards.
Quality delivery of customer solutions, resulting in increased overall satisfaction.
Positive contributions to the company beyond day-to-day role activities.
Key Responsibilities-
Train and provide technical assistance to the Level 1 support team, ensuring consistent, high-quality service for AMD customers and adherence to service level agreements (SLAs).
Triage, investigate, and resolve customer support tickets escalated by the Level 1 team.
Accurately document investigative steps and analysis, escalating technical issues to the Engineering team for potential software bugs in AMD software through the JIRA system.
Proactively manage e-ticket allocations to Level 1 team daily, maintain KPI report, and lead team meetings to maintain and enhance KPI performance.
Monitor the quality of Level 1 responses, maintain and present quality reports to management.
Share critical knowledge and new product releases with support colleagues, while contributing to overall process improvements.
Manage and track internal escalations and customer issues, ensuring time.
Work Experience: 5 – 7 Years
Job Location: Bangalore, India
About AMD
For nearly 50 years, AMD (NASDAQ: AMD) has driven innovation in high-performance computing, graphics, and visualization technologies the building blocks for gaming, immersive platforms, and the datacenter. Hundreds of millions of consumers, leading Fortune 500 businesses, and cutting-edge scientific research facilities around the world rely on AMD technology daily to improve how they live, work, and play.
We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives.
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