Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC)[...]
Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch)
Join to apply for the Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch) role at Hitachi Vantara
Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch)
Join to apply for the Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch) role at Hitachi Vantara
Location: Lisbon, Portugal
Job Title: Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch)
The role must accept working inn rotation shifts (including night shift)
Our Company
We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient,
- performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.
If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a
- world impact with data.
Job Purpose
The GCC Professional – Field Dispatch is responsible for receiving and processing highly technical requests from customers, partners, engineers, and internal teams, as well as monitoring and managing HRO alerts (Hitachi Remote Op’s) in accordance with standard operating procedures (SOPs) using the knowledge base
This is a critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.
Principal Accountabilities
- Handle incoming and outgoing technical calls and enquiries from customers, partners, and engineers in the required languages
- Create cases in Hitachi Vantara CRM following SOPs through the knowledge base
- Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
- Order and manage parts on behalf of partner and field engineers when assistance is needed
- Generate emergency license keys for engineers
- Achieve allocated technical and 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
- Ensure the cases owned and handle are
-
- date and accurate - Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established processes
- Apply Case Qualifications
- Call customers to technically qualify problems before engaging field engineers
- Escalate cases which require remote assistance to Global Support Center (GSC)
- Manage country dispatch exceptions based on country rules, Error sheets, and knowledge base
- Raise Work Order (WO) requests which include development and provision of
- level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP - Provide
- line support for our support portal inquiries
- Technical skills/experience in areas such as data storage, networking, compute, operating systems, software applications, etc.
- Educated to degree level or equivalent experience in required languages
- Fluent command of spoken and written English. Fluency in German, French, Spanish, Italian, Portuguese or Turkish is required
- A strong aptitude to learn new skills
- 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 customer support center and customer service environments
- Professional telephone manner
- Experience working in customer support centers using data collection and diagnostic tools and call management systems such as Salesforce
- Experience in the culture of the spoken language
- Experience with any additional languages (not in the
- requisite)
About Us
We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to
- create meaningful solutions to complex challenges. We turn organizations into
- driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How We Look After You
We help take care of your today and tomorrow with
- leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
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#J-18808-Ljbffr- Informações detalhadas sobre a oferta de emprego
Empresa: Hitachi Vantara Localização: Lisboa
Lisboa, Lisboa, PortugalPublicado: 16. 10. 2025
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