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Contact Center Applications Analyst

Date: Jul 20, 2020

Do you want to change the world? We do, too.

 

With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

 

Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.

 

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products.  Our quality and reliability standards far exceed those of any other company in the industry.  

 

In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades’ long legacy in setting quality and performance standards.

 

As we look to the future, we are seeking a world-class Contact Center Applications Analyst based in ROHQ, Binan, Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. Are you ready to change the way our world is powered?  

SUMMARY OF ROLE 

The Contact Center Applications Analyst is responsible in managing all aspects of the implementation and administration of the contact center application for SunPower. The Analyst will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the application.  He will also provide support through various channels via email and phone inquiries from customers, business partners, vendors and stakeholders.

The role requires excellent business correspondence, advanced analytical skills and consistency to comply with defined process to meet individual and corporate targets.

RESPONSIBILITIES

                Service Delivery (Projects & Enhancements):

  • Accountable for the lifecycle ownership of software development projects
  • Translates user requirements into technical solutions
  • Produce project documentations relevant to the project / initiative

 

  • Maintains deep understanding of the technical knowledge required to provide effective delivery with the Agile and or SDLC process
  • Implements application enhancements to improve stability, capability and system availability
  • Understands the process value chain and cultivate business partnership and alliance with contact center applications customers and or stakeholders
  • Participation in on-call circumstances for deployments

 

Customer / Technical Support:

  • Responsible for customer support by providing and delivering prompt, professional and high-quality service and technical assistance
  • Adherence to customer service procedures, policies, standards and best practices
  • Perform critical and non-critical support activities to ensure business continuity
  • Implement, troubleshoot and support the contact center software solutions in a wide array of configurations and customer environments both remotely and on-site.
  • Providing direct support to customers as well as handling all escalated software related inquiries from customers, business partners and vendors.
  • Answering incoming calls, responding to customer emails and resolving escalated problems.
  • Case and or account escalation management.
  • Identifies underlying causes of a problem, including problem identification and classification.
  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
  • Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
  • Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with SunPower.
  • Will support as back for RTA’s as needed

  COMPETENCIES/CAPABILITIES

  • Active Listening
  • Outcome Focused
  • Interaction Tailoring
  • Content Surfacing
  • Experience Engineering
  • Forward Resolving
  • Advocacy
  • Alternative Positioning
  • Dominant Personality Style Awareness
  • Personality Flexing 

 

REQUIREMENTS

  • Graduate of Business Management or any 4-year course
  • New graduates or at least 1-year experience in Customer inter-facing environment (e.g. BPO, main stream call center)
  • Ability to manage complex transaction processing function
  • Experience in managing client-facing team in a Customer Service environment
  • Computer literate: MS Office (e.g. MS Word, Excel, Power point, and other relevant application)
  • Experience in using CRM systems and software
  • Highly analytical and patient
  • Excellent in written and oral communication
  • Attention to detail and the ability to work under pressure are keys
  • Customer satisfaction focus must have the passion, commitment and drive
  • Night shift adaptability
  • Willing to work during weekends, US & PH holidays for project deployments and urgent circumstances
  • Experience in Global WFM is preferred
  • Ability to work remotely with a high-speed internet access at home (20MBPS and up requirement, ethernet only)
  • Quiet, noise-free home office space that is free of distractions
  • Willing to work in Sta. Rosa, Laguna
  • Job requirements are subject to change based on management discretion

 


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