Service Support Coordinator I
Service Support Coordinator I
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Salary Not Disclosed
1 Vacancy
Job Description
JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence
AtVertivwedontjusthiretalent
criticaldigital infrastructurewearescalinguptomeetthedemandsofAIdatacentersandnext-gentechnologyandweneedboldhigh-performingindividualslikeYOUtotakeustothenext level.
WhyVertiv
- High-PerformanceCulture:Weempoweryoutothinkbigexecutewith excellenceanddeliverimpact.Ourperformance-drivenmindsetrewardsthose whochallengethestatusquo50CEOAwardsaregivenannuallytorecognize toptalentmoving the needleforward.
- LeadershipWithoutLimits:LeadershipatVertivgoesbeyondjusttitlesitsaboutaccountabilitytrustandownership. Ourleadersengageanddrivewithcollaborationinnovationandcustomer-centricthinkingsettingthefoundationfor anaction-focused culture.
- Limitless Growth & Learning:We believe in continuous development. Whether throughrotational programs or high-impact projects youll have the opportunity toexpand your expertise and grow your career.
- APlaceforEveryone:OurcommitmenttoInclusionensuresthatallemployees uniquestrengthsandperspectivesarevalued.Yourvoicemattersyourgrowthis prioritized and your success is celebrated.
Job Summary:
The Service Support Coordinator 1is an entry-level role focused on delivering high-quality customer service through phone email and chat support. This position involves answering customer inquiries addressing service-related issues and providing broad support to ensure customer satisfaction. The position is the first point of contact for customers and the role is designed to build foundational skills in customer service problem resolution and communication which involves managing inbound calls managing customer issues tracking service requests and ensuring customers receive the best customer experience.
Responsibilities:
- Process all incoming calls on all lines coming into the Customer Resolution Center Americas.
- Create and maintain service ticket requests and messages in OEC and EBS Alice.
- Resolve customer inquiries utilizing the OEC EBS Alice and Chat Support
- Record and document all customer interactions in the system ensuring accurate and up-to-date records.
- Send email correspondence to Vertiv and non-Vertiv divisions as instructed.
- Follow customer and equipment instructions when creating service request tickets.
- Track and manage service requests ensuring timely resolution and following up with customers as required.
- Assign customer engineers and approved service providers according to processes and procedures.
- Other duties as assigned.
Qualifications:
- No prior experience required; however any customer service call center or support experience is an advantage.
- Excellent customer service and telephone communication skills
- Excellent grammar skills both verbal and written.
- Strong listening skills patience and the ability to remain calm under pressure.
- Must be able to handle multiple tasks and manage time efficiently.
- Experience with Microsoft office products (Microsoft Office Oracle)
- Customer-focused attitude with a fervent desire to help others.
- Positive and professional demeanor even in challenging situations.
- Good problem-solving skills with the ability to think critically and make decisions.
- Strong attention to detail ensuring accurate data entry and issue tracking.
- Ability to handle a high volume of calls and manage multiple priorities.
- Flexibility and adaptability to a fast-paced environment.
- Ability to maintain a positive working relationship with peers.
- Variable hours and overtime including holidays. Flexible to work different shifts if required.
- Be able to work in both a group environment as well as being completely self-sufficient.
The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: . . Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
OUR BEHAVIORS
- Think Big and Execute
- Act With Urgency
- Own It
- Drive Continuous Improvement
- Promote Transparent and Open Communication
- Learn and Seek Out Development
- Foster a Customer-First Mindset
- Lead by Example
Required Experience:
IC
Employment Type
Full Time
