Technical Customer Support (3 working shifts)

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Employer: VERTIV
Domain:
  • Customer Support - Client Service
  • Engineering
  • IT Hardware
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • Cluj Napoca
  • Updated at: 16.08.2018
    Short company description

    VERTIV, formerly known as Emerson Network Power is the world’s leading provider of critical infrastructure technologies and life cycle services for information and communications technology systems. With an expansive portfolio of intelligent, rapidly deployable hardware and software solutions for power, thermal and infrastructure management, Vertiv enables efficient, highly-available networks.

    WHAT WE DELIVER

    Hardware, software and services that are intelligent, resilient and rapidly deployable for:

    • Data Centers

    • Communications Networks

    • Healthcare Facilities

    • Industrial Facilities

    OUR FOOTPRINT IN CLUJ-NAPOCA

    In Cluj Napoca, we are present since 2006. We work as a SHARED SERVICE center, acting as a proactive business partner which brings strategic value to the organization and provides best in class services at a competitive cost by:

    • Developing a deep understanding and cohesion with its business units

    • Creating enough mass to provide consistency of service and allowing the ability to leverage people & expertise

    • Creating centers of excellence with specific skill sets

    • Focusing on continuous improvement and a performance management-oriented mindset

    • Providing a career vision for its employees


    Requirements

    - Student or graduate with technical background;
    - Good knowledge in MS Office;
    - Good understanding of Vertiv’s product documentation system;
    - Experience in the call center/ customer service industry will be considered advantage;
    - Excellent English is a must;
    - Good analytical skills, flexible, opened minded and team player;
    - Customer centricity and excellent communication skills;
    - Good problem solving skills;
    - High tolerance to stress and a self-starter;
    - Excellent organization skills;
    - Available to work on 3 shifts and in weekends + legal holidays;
    - Available to travel 10% of your time in EMEA, passport is required.

    Responsibilities

    - Conduct the call handling and dispatch process;
    - Managing alarms on different monitoring stations;
    - Register and manage the different actions performed;
    - Perform remote battery test and battery status reports;
    - Prepare periodically activity reports for customers;
    - Intermediate between end customer, channel, distributors and internal departments to ensure the high service level promised;
    - Warranty analysis for swap or replacement;
    - Maintain engineer contact information and status. Includes availability, whereabouts and contact information as provided by the engineer;
    - Notify manager/supervisor/coordinator/senior customer service representatives if operating procedure cannot be followed- Maintaining and exceeding all Departmental Performance Index Standards;
    - Other duties as assigned.