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

Date Posted: 6/23/2018

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.
English/Italian language requirement! Secondary Language - Italian Shift (MST): Sun-Thur 4pm-12:30a
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 English, second language is required. Verbal and written communications skills required for any and 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 Work schedule requirements: • May be required to work overtime. • May be required to work Alternative Work Schedule. May be required to change shift as business dictates • Schedules can shift, but not without notice and they typically stay in the shifts for at least a quarter. Education Required: Second/Third Level education or certification Experience Required: 1-2 years relevant experience, or equivalent Physical Requirements: No