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Product Support Engineer IRC194058

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Job ID: IRC194058
Date Posted: Dec 6, 2023
Segment: Digital System & Service
Business Unit: Hitachi Services & Platforms
Company Name: GlobalLogic
Profession (Job Category): Product Support
Job Type (Experience Level): Entry Level
Job Schedule: Full-Time
Remote: Yes

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Enterprise video surveillance solution is installed at over 50,000 locations worldwide, from medium-sized businesses to large fortune 100 companies, city surveillance, and government systems.

The team will provide support coverage to customers, to enable 24/7 support with high availability.

The call center will answer calls and screen emails, record all required information to be forwarded to the geographical customer on-call supporter for further handling.


-Previous experience in a customer service/support environment

-Strong troubleshooting and problem-solving skills

-Excellent English verbal & written communication and interpersonal skills

-B2-C1 German


-Must be able to multitask and prioritize work

- ability to work in shifts :

1 shift : 4 PM time to midnight

2 shift : midnight to 8 AM time

3 shift: 8 AM to 4 PM time

Job Responsibilities:

- Provide first-line support to customers through various channels e.g. by phone, and email:

Phase 1: get the calls, open cases, and assign them to the Dev support team
Phase 2: handle basic cases (as licenses, HW, etc.)

-Reports, metrics, and ability to provide statistics

-Logging issue details on the CRM system including all interactions with the customer

-Escalating issues to customers' geographical teams

What We Offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to participate in creating market-defining products using the latest technologies.

Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.

Professional Development: Our dedicated Learning & Development team regularly organizes certification and technical / soft skill training to help you realize your professional goals.

Excellent Benefits: We provide our consultants with competitive compensation and benefits

Fun Perks: We want you to love where you work, which is why we host sports classes, cultural, social and team building activities such as sports competitions and end-of-year corporate parties. Our vibrant offices also include dedicated GL Zones and rooftop decks where you can drink coffee or tea with your colleagues over a game of table football or darts!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertise-we help our clients imagine what's possible, and accelerate their transition into tomorrow's digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
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