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Analyst 2, Technical Support

Analyst 2, Technical Support

VertivPhilippines
30+ days ago
Job description

Who we are :

Nearly all aspects of our lives involve the use of technology. It is how we work and play and do anything in between. This connectivity or use of data is built into the very fabric of our society. It is vital to human progress. Vertiv believes there is a better way to meet this accelerating demand for data — one driven by passion and innovation.

As industry experts and Architects of Continuity, we collaborate with our customers to envision and build future-ready infrastructures. We leverage our portfolio of hardware, software, analytics, and services, to ensure our customers’ vital applications run continuously, perform optimally, and scale with business needs.

Why Join Us?

  • Meaningful and Fulfilling Work
  • Inspiring and Caring Leaders
  • Global Talent Center
  • Recharge Your Potential

Job Responsibilities :

  • Answer incoming support request through phone, email or web and gather information and get it logged on OEC
  • Identify the Severity of the issue reported by customer and verifies the Service Level are met by properly assigning incidents and verifying that customers are contacted within the published parameters
  • Coordinate, track and resolve and follow-up on customer-initiated request for support
  • Creates new Contacts or Account in OEC Creates Login Credentials for customers on various web tools
  • Verify Hardware Warranty and Software Maintenance Status
  • Assign incidents that requires troubleshooting to Technical Support Engineers
  • Make sure that all activities are properly logged in OEC
  • Generate and issue reports
  • Identifies customer needs through communication and probing.
  • Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
  • Assists customers in handling, servicing, follow-up, communication and closure of issues.
  • Completes workload on time. Monitors if transactions are processed in a timely manner.
  • Implements error-proofing method to ensure all transactions done are accurately
  • Participates in conferences calls, meetings and discussions with customers.
  • Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
  • Records and submits periodic and / or quarterly transaction records, log sheets and / or trackers.
  • Plans, executes and manages own workload and projects in cooperation with line leaders.
  • Identifies problems areas and sources, offers possible solutions and escalates to line leaders / seniors when necessary.
  • Completes personal individual development plan and implements agreed training / development activities.
  • Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and / or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management.

    • Job Qualifications :

  • Bachelor’s Degree in IT, Computer Engineering, or Electronics & Communications Engineering or any equivalent
  • 2+ years of Customer Service Experience
  • Proficient in English on both Verbal and Written
  • Excellent Communication and Interpersonal Skills
  • Basic Technical Knowledge on IT / Networking Equipment and Software
  • General Functional Knowledge in one or more of the following areas is desired; Oracle, OEC, Microsoft
  • Excel, Microsoft PowerPoint, and Microsoft Word
  • Good analytical and mathematical skills
  • Excellent interpersonal and presentation skills
  • Can work independently with minimal supervision
  • Excellent time management and problem-solving skills
  • Demonstrated industry, systems and process knowledge
  • Culturally attuned to customers around the globe