Customer Support Technician 1 - United States in Draper, UT at GDH

Date Posted: 8/23/2018

Job Snapshot

Job Description

Description:
RESPONSIBILITIES Create, research and update service requests. Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. Implement escalation procedures as required. Inspect and influence global process alignment for incident management. Interface with Global support teams and Field personnel. Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. Route service requests to appropriate product support teams.

Shift: Monday-Friday 8:00am-4:30pm
Language: Portuguese and English, but would like tri-lingual

GENERAL SUMMARY
Provides front end non-technical support for EMC's Internal and External Customers. Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period. Provides service in Portuguese, Spanish, and English. Verbal and written communications skills required for all languages.

PRINCIPAL DUTIES AND RESPONSIBILITIES • Create, research and update service requests. • Route service requests to appropriate product support teams. • Interface with Global support teams and Field personnel. • Inspect and influence global process alignment for incident management. • Implement escalation procedures as required. • Ability to work in a dynamic and changing environment. • Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. • Performs other duties as required.

SKILLS • Customer Service skill. • Communication skills (verbal and written). • Interpersonal skills. • Organizational skills. • Ability to work in a team environment. • Able to adapt to change. • Strong computer skills. • English Language plus additional language required. • Social Media skills
Education Required: Second/Third Level education or certification
Experience Required: 1-2 years relevant experience, or equivalent
Physical Requirements: No