Customer Support Specialist & Analytics

Job Description
Description
The Customer Service Specialist works as part of a cross functional team to address customer needs related to Western Digital’s consumer products via direct customer interaction or by providing guidance to the regional call centers. The Customer Service Specialist assists in ensuring call centers follow global best practices, participates in WD infrastructure enhancement projects, and identifies process improvements and develops plans to accomplish them.
Role &
Responsibilities
Respond to customer and call center escalations via chat, email, and/or phone channels using customer relationship management tooling on a daily basis to resolve customer issues in a timely manner
Monitor call center metrics and investigate/report on any irregularities
Conduct root cause analysis research and draft/drive recommended solutions to address
Process global privacy initiative requests
Govern social media response programs
Assist in managing call center system access requests
Maintain FAQs, training and troubleshooting materials
Support Contact Center Training Initiatives (Train the Trainer, etc)
Provide Quality Program Governance and Oversight
Participate in special projects as designated