Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC)[...] Lisboa

Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC)[...]
Lisboa
Lisboa, Lisboa, Portugal

Location: Lisbon, Portugal

Function: HV GCSS

Requisition ID: 1033687

Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional - Field Dispatch)

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 in 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 enables customers—from banks to theme parks—to 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. We are laying the foundation for our next wave of growth and are looking for people who love being part of a diverse, global team and who are excited about making a
- world impact with data.

Job Purpose:

The GCC Professional - Field Dispatch handles highly technical requests from customers, partners, engineers, and internal teams, and monitors HRO alerts (Hitachi Remote Ops) following SOPs using the knowledge base. This role creates lasting impressions with customers and partners by demonstrating technical excellence and support quality, fostering loyalty and future revenue.

Principal Responsibilities:

• Handle incoming/outgoing technical calls and inquiries in required languages.
• Create cases in Hitachi Vantara CRM per SOPs.
• Manage cases from start to finish, providing updates to relevant parties.
• Order/manage parts for partners and field engineers.
• Generate emergency license keys for engineers.
• Complete assigned technical and administrative tasks regularly.
• Follow escalation procedures to transfer cases to appropriate support levels.
• Ensure cases are
  -
  - date and accurate.
• Monitor and manage HRO alerts, cases, queues, and views.
• Qualify cases before engaging field engineers.
• Escalate cases requiring remote assistance to GSC.
• Manage country dispatch exceptions based on rules and knowledge base.
• Raise Work Orders with detailed action plans and parts list, engaging Field Engineers via CRM.
• Provide
  - line support for portal inquiries.

Essential Qualifications:

• Technical experience in data storage, networking, compute, OS, or software applications.
• Degree or equivalent in required languages.
• Fluent in spoken and written English; fluency in German, French, Spanish, Italian, Portuguese, or Turkish required.
• Strong aptitude for learning new skills.
• Confident communication skills in required languages.
• Team player capable of working under pressure.
• Ability to produce quality work in a busy environment.
• Experience in customer support centers and customer service environments.
• Professional telephone manner.

Preferred Qualifications:

• Experience with customer support tools and call management systems like Salesforce.
• Knowledge of the culture associated with the spoken language.
• Additional language skills.

Impact and scope: This position is crucial in ensuring customer satisfaction and operational efficiency, affecting customer loyalty and company revenue.

About us

We are a global team of innovators harnessing engineering excellence and passion for insight to
- create solutions to complex challenges, transforming organizations into
- driven leaders making positive industry and societal impacts. If you believe in inspiring the future through innovation, join us to fulfill your purpose and potential.

#LI-TV1

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion are core to our culture. We value diverse thinking, allyship, and empowerment, encouraging everyone to bring their ideas and experiences. We support your uniqueness and welcome applicants from all backgrounds to apply and reach their full potential.

How we look after you

We offer
- leading benefits, support, and services promoting your holistic health and wellbeing. We champion
- life balance with flexible arrangements (role and location dependent). Experience a sense of belonging, autonomy, and ownership working alongside talented colleagues. We are an equal opportunity employer and welcome all applicants without discrimination. If you need accommodations during recruitment, please let us know.