Who are we?
At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.
What will you do in our team?
- The employee is responsible for diagnosing and troubleshooting hardware and software problems from the Vertiv portfolio reported by customers and/or field staff in ITS products. This includes:
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- Software solutions: Trellis Enterprise, Vertiv Critical Insight, Vertiv Power Insight Nform, SitreScan, Environet Alert
- Hardware solutions: Avocent brand (DSVIEW, MPU, Autoview, ACS, ADX)
- Provide assistance to Sales/Field Agents on technical issues relating to Vertiv products (mainly systems defined above)
- This position focuses on resolving initial Customer claim submissions 70% of time worked
- This position focuses on the design and development of software parts requested by the client and/or Project Managers in a percentage of 30%;
- Designing and developing part of the software for the Software solution: Vertiv Critical Insight and Enrvironet Alert according to customer requirements
- Ensure that the software design and development part will be done according to the client's requirements and will be delivered within the time initially set in the project
- Troubleshoot technical issues initiated through the electronic system and phone queue (Genesys Cloud) while providing excellent customer service
- Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
- Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
- Recognize when a customer is likely to run into future problems and proactively shares information to help them avoid pain.
- Interaction with internal and external customers to resolve technical issues
- Follow through on agreed actions with team members
- Obtain all needed branded certifications needed to provide effective service technical support
- Reviewing daily of all open cases pending to be solved, contacting the customer to provide update on the status.
What do we need from you?
- Bachelor’s degree in technical field
- 1-2 years of previous experience in Technical Support, Help Desk or Customer Service
- Excellent verbal and written communication
- Advanced knowledge of English language
- Microsoft Operating System and Office package
- Data Center operations: computing hardware, network equipment like routers, a security system, storage, management systems including software and applications and power management equipment (prefferable but not mandatory)
- Basic knowledge of SW and HW monitoring products: communication cards, communication protocols(SNMP, Modbus, Bacnet)
- Learn new technologies and stay up to date with the company products
- Able to work under pressure in a fast paced environment
- Extensive telephone, remote sessions and email interactions with customers.
- Good trouble shooting skills
If YOU are the person we are looking for, feel free to apply and let's start drafting your future career in a healthy and growing environment!
