Customer Service

Customer Service (German/French/Italian/Spanish/Portuguese/Turkish) (Global Customer Care (GCC) Professional – Field Dispatch)

Location: Lisbon, Portugal

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

The role must accept working inn rotation shifts (including night shift)

Our Company

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.   

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we're laying the foundation for our next wave of growth.  We're looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Purpose:

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 critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

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 the relevant parties involved
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 handle are up-to-date and accurate
Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established 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 which include development and provision of high-level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP
Provide first-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 pre-requisite)
Impact and Scope: The position plays a crucial role 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 co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make 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.

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