Handle incoming and outgoing calls from customers, partners, and engineers in the required languages
Create cases in Hitachi Vantara CRM (Salesforce) following SOPs through the knowledge base
Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
Achieve allocated administration tasks set daily, weekly, and/or monthly
Follow established escalation procedures to transfer call/case/information to all levels of management and support groups
Follow up Pass-Through Support cases to Hitachi Vantara Partners aligned to products where a Pass-Through support model is in place and manage through to case resolution and closure
Provide first-line support for our support portal inquiries
Available to work a 7x24 shift rotation as required

2+ years experience in similar role(s) delivering customer support services
Experienced in supporting customer systems remotely
Educated to degree level or equivalent experience in required languages
Fluent command of spoken and written English; articulate with clear communication
Strong and confident communicator in the required languages
Team player able to work under pressure
Ability to operate and produce quality work in a busy environment
Experienced in call centre and customer service environments
Professional telephone manner
Computer literate with knowledge of software packages such as Microsoft Office and Outlook
Experience working in call centres using call management systems
Working knowledge of other applications such as Salesforce
Experience in the culture of the spoken language
Experience with any additional languages (not in the pre-requisite)

Global Customer Care, Remote Ops

Key skills