The RINGDNA Specialist Technical Support role is part of the WW CRM and PRM, Sales Tools and enablement, Global Business Operations organization. The scope of this organization is to cover all the transformational processes and changes needed for sales representatives in order to increase revenue and help with better tools. RDNA role is the key support on the RDNA click to call capability that is deployed globally to all inside sales reps amongst HPE. . Main responsibilities : Proficiency in RINGDNA capability and tool Takes part in the deployment of RingDNA across Inside Sales Rep organization and collaborates with RingDNA and deployment lead to ensure smooth deployment and implementation Solve all issues related to RingDNA, from headsets setup, VOIP setup, to Technical RingDNA troubleshooting and telecom coverage Provides end to end support to the impacted users Contributes to increasing the adoption and usage of the Ringdna capability Takes on calls with Ringdna vendor and users in order to fix the issues Establish and implement best practices with regards to system maintenance Act as a single point of contact for HPE users in regards to questions or issues faced while using Salesforce.com system / RingDNA system using the case management workflow, calls, emails and offers resolution in alignment with internal HPE process and ringDNa capabilities design Offers technical troubleshooting solutions with high quality and managed high volumes of requests aligned with the ongoing SFDC / RingDNArelease changes/enhancements Combines both process, communication and analytical skills and knowledge to ensure the end resolution is satisfacatory for the end user, measured through the case satisfaction survey process Responsible for analysis, resolution in the agreed SLA and response time agreed at WW level and in line with the case reason and scenarios covered Acts and collaborates with next level of support teams like WW Advance admin and IT or cross organization teams like Partner support, Profiling support, master data …etc, collaborates with Ringdna engineers and Twilio IT for improvmeents and issues fix Resolves ad hoc requests or can be involved in ad hoc projects in line with the SFDC – RDNA release Testing of capabilities and defects loading as per UAT( User Acceptance Testing) process Sets the technical details of access for SFDC RDNA users, updates the user setup in line with business needs, by allocating permissions, profiles, roles and special parameters Investigates the technical problems of the system, RDNA and the erros that users claim Act as Subject matter expert on RDNA Keeps training for sales, sales managers on RDNA and contributes to deployment success Analyze the cases for improvements of process and case management support model Will deliver trainings and education sessions to sales teams Will help with deployment of tool across all APJ countries and ensure close monitoring of metrics/adoption and usage and recommends improvements On top of supporting HPE ISR org the RDNA specialist will also support other non HPE companies in line with the RDNA contract. Competences/skills/requirements · Bachelor degree · very good experience or technical knowledge in using Windows · ability and knowledge to troubleshoot headsets installation /drivers installation · former experience in telecom troubleshooting (knowledge on VOIP, protocols) · multitasking · able to investigate issues and solve them and follow through up to a final resolution · able to self-study for self-learning · open to business travel · ability to drive change · self leadership · Ability to analyze and think outside of the box · Strong business communication · Fast learning · Attention to details · telephony or IT technical previous support would be a plus · general software skills (good PC troubleshooting skills, of operating systems OS) , windows skills (firewall fails, network configuration fails), telephony tools skills (example: headsets failure troubleshooting , audio driver failure, calling technology to windows failure , adblockers failure to interpret legal chrome software, good knowledge and understanding of how a call via PC works and ability to troubleshoot) · troubleshooting skills on software ( knowledge of troubleshooting Google Chrome) · very good English (written and spoken) · ability to lead a deployment of a tool across sales representatives and ability to monitor the implementation, adoption and trigger corrective action plans · be proactive in approach, taking initiative to solve issues or prevent issues · ability to analyse data and drive actions · outside of the box thinker and problem solving oriented · ability to prepare and deliver training to sales on the telephony capability on which we offer the support

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