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Global Partner Service Desk Specialist

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Location: Remote
Job ID: 1014944HV
Date Posted: Dec 6, 2021
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): CS-S
Remote: Yes

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Meet The Team

Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what's now to what's next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

What You Will Be Doing

The Global Partner Service Desk is seeking a highly self-motivated and experienced support technician to assist both Hitachi Vantara sales partner and customer users with their respective web experiences, as well as provide support to the Global Support Center.

The ideal candidate requires a comprehensive mix of soft skill and technical skill that will be used regularly to diffuse situations and articulate volumes of technical information to various call center/escalation teams. They should have the ability to collaborate and communicate effectively with internal and external customers, peers and leadership in a high volume / high pressure environment. Organized and adaptable, the candidate should be a clear thinker with a tolerance for ambiguity.

  • Answer phone calls, e-mails, and web form interactions from incoming sales partners and customers
  • Create cases and tickets for incoming interactions, troubleshoot, analyze and document user problems.
  • Escalate technical issues to appropriate teams as needed.
  • Document new problems/solutions in our knowledgebase and link to cases whenever used.
  • Document new widespread issues in Jira.
  • Be able to dynamically lead and drive issues from start to finish.
  • Work with and involve other internal teams and management to solve complex issues.
  • Handle each interaction with professionalism, technical prowess, and empathy.

What You Will Bring To The Team
  • Associate or bachelor's degree in Information Technology, Computer Science, or a related field
  • 2-4 years' experience in a support center, NOC, or help desk is desired
  • Flexibility for rotational shifts - weeknights, weekends, and weekend nights, with the rest of the team
  • Candidate needs to be disciplined, accountable, and able to work independently, as well as with a team
  • Familiarity with the following is desired
  • Enterprise-grade identity management software
  • Customer relationship management software (Salesforce, ServiceNow)
  • Software testing (with a focus in sales)
  • Cloud call management software (Genesys, 8x8)
  • MS Office (Excel, PowerPoint, Teams)
  • Knowledgebase Authoring
  • Live troubleshooting via WebEx/Screenshare
  • Home office or other suitable, quiet workspace as this role is 100% remote office

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage, and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed, and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension, and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and flexible arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge

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