Product Support Specialist

Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in.

General Summary:

• General Summary

  
  

  Product Support Specialists using Salesforce.com unified support platform to receive support tickets related to the Qualcomm Aware Platform. Support contexts range from device support, software upgrades, capabilities, portal functionality, route planning, defects, billing issues and any other issues encountered by customers as part of the business relationship.

  
  

  Principal Duties & Responsibilities

  
  
  • Acts as the customer’s first point of contact. Tier 1 support registers problems, collects detailed descriptions, prioritizes, and escalates advanced issues to Customer Engineering using Salesforce.com support platform.
  • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
  • Support device tracker and related service functionality (device configuration, shipment logistics programming, alerts, and faults)
  • Support Identity Access Management systems to maintain customer accounts, login, password resets, connectivity.
  • Support Sales related tasks from Tier 1 support, working together with Sales and Sales Operations team to process requests and discrpencies (Billing, Payments, Refunds)
  • Maximizes systems capabilities by studying technical applications and making recommendations.
  • Tests compatibility of new features with existing ones.
  • Gathers data to identify and evaluate technical trends and report bugs and change requests on behalf of customers.
  • Confirms program objectives and specifications through use and testing
  • Expert knowledge of software, services, and necessary applications for product workflow.
  • Trains users on new features, create training videos, user manuals, digital instruction pages and knowledgebase articles in collaboration with technical writers.
  • Documents hardware and software updates.

  IT Core Competencies

  
  
  • Knowledge of script languages such as Python, JavaScript, Java, C#, REST API, etc.
  • Experience using Salesforce.com (Cases)

  Required Competencies

  
  
  • Excellent problem-solving and troubleshooting skills.
  • The ability to communicate technical information in an accessible manner to non-technical employees.
  • A process improvement mindset.
  • Software maintenance and testing capability.
  • Vendor relations experience.
  • Basic knowledge of networking principles and operating systems.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Customer-service focus.
  • Collaborative mindset.
  • Hands-on problem-solving ability.

  Minimum Qualifications

  
  
  • Associate’s degree or above in computer science, information systems, or related field
  • Prior experience working on a Helpdesk, in IT, or similar technical function
  
  
  
  
  

• Additional Job Description
  
  

  Preferred Qualifications

  
  
  • Bachelor's degree or above in computer science, information systems, or related field
  • 5+ years experience working on a Helpdesk, in IT, or similar technical function

  Physical Requirements

  
  
  • In region, in office daytime work schedule
  
  
  
  
  

Applicants: If you need an accommodation, during the application/hiring process, you may request an accommodation by sending email toaccommodationsupport

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

To all Staffing and Recruiting Agencies:Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.

If you would like more information about this role, please contact Qualcomm Careers.