Software Enabling and Optimization Engineer

About This Role

• The Role and Impact: As a Global Product Support Engineer within SMG Intel Customer Support Division, you will be at the forefront of Intel's customer experience, serving as a key point of contact for our clients and ensuring their needs are met with prompt, efficient, and professional service.
• Your work will have a direct impact on customer satisfaction, loyalty, and trust, which are critical to the success of Intel's business operations.
• This role provides an excellent opportunity to collaborate with cross-functional teams, influence customer-centric improvements, and contribute to Intel's reputation as a global leader in technology.
• Key Responsibilities: • Respond to incoming customer inquiries across multiple media and communication channels efficiently, ensuring compliance with Intel and regulatory standards. • Analyze customer needs to identify the appropriate course of action or resolution, escalating issues when necessary. • Manage customer support databases and tools, updating them with relevant technical issues and interactions to maintain accurate and actionable records. • Partner with internal teams and external service providers to resolve customer issues and maintain operational excellence. • Investigate and resolve customer platform issues using established processes and tools such as CRM systems, knowledge databases, and customer service metrics. • Analyze customer service data and feedback to identify root causes for systemic issues and recommend process improvements. • Provide comprehensive support during escalations, including preparing reports and status updates for managements. • Monitor and manage customer complaints on digital platforms, reaching out to offer timely and appropriate assistance. • Deliver training and education to internal and external stakeholders to enhance customer support processes and ensure alignment with service expectations.
• Minimum qualifications are required to be initially considered for this position.
• Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.