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Job Description
- Providing advanced technical knowledge to resolve customer’s cases in a timely manner
- Collating and maintaining records of escalations within the SONY account. This includes maintaining daily reports & collating weekly reports which are forwarded to the SYKES Sites, the EMEA team and client as necessary
- Designing and delivering training modules to address strategic technical needs when required
- Gaining the commitment of employees to utilizing the Knowledge Base and the Client’s quality metrics
- Ensuring Client satisfaction on knowledge base quality and accuracy
- Guaranteeing, through collaboration with SYKES EMEA Team, effective maintenance, and evolvement of the Right Now knowledge base, and the rollout and usage across SYKES Sites that support SONY
Job Requirements
- Fluency in the English Language
- Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)
- Advanced knowledge of the SONY Cameras is required.
The type of knowledge is aligned to the specific role you are applying for, examples: - For SVP the following expertise is required, Sound & Video Formats, Panel Types, Digital Video Broadcast Types, Connectivity and media sharing related to the SONY Visual Products
- Qualified to a higher-level education or equivalent.
- Must have training experience and proven communication skills.
- Training and/or Teaching qualifications would be a distinct advantage
- Flexible, comfortable working independently, and using own initiative
- Presentation skills would be a distinct advantage
- Strong analytical mind would be preferred
