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

Overview

Location: Lisbon, Portugal

Function: HV GCSS

Requisition ID: 1033687

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

The role: 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 role that accepts working in rotation shifts (including night shift).

About Hitachi Vantara: We are Hitachi Vantara, the data foundation trusted by the
- 's innovators. Our resilient,
- performance data infrastructure enables customers to focus on achieving the incredible with data.

Job Purpose:

The GCC Professional - Field Dispatch supports customers and partners by handling highly technical requests, managing alerts, creating cases in the CRM, and following SOPs to ensure timely and accurate actions. This role helps create loyalty and drive future revenue through
- quality support.

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 relevant parties
• 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 handled are
  -
  - date and accurate
• Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action per 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 including 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

Essential Qualifications

• 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

Preferred Qualifications

• 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 prerequisite)

Impact and Scope: The position plays a crucial role by displaying strong technical skills and acumen to ensure customer satisfaction and operational efficiency, influencing both customer and company revenue.

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 make a 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.

#LI-TV1

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,
- '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
- '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 status, 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.