Service Technical Support VI

Join a High-Performance Culture That Drives Innovation and Excellence

AtVertiv we dont just hire talentwecultivate leaderswhodriveinnovation andengageteams to push the limits of whats possible. As a global leader incritical digital infrastructure we are scaling up to meet the demands ofAI data centers and next-gen technologyand we need bold high-performing individuals like YOU to take us to the next level.

Why Vertiv

• High-Performance Culture:We empower you tothink big execute with excellence and deliver impact. Ourperformance-driven mindsetrewards those who challenge the status quo and drive meaningful change. Over50 CEO Awardsare given annually to recognize top talent moving the needle forward.
• Leadership Without Limits:Leadership at Vertiv goes beyond just titlesits aboutaccountability trust and ownership. Our leadersengage and drivewithcollaboration innovation and customer-centric thinking setting the foundation for 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.
• A Place for Everyone:Our commitment toinclusionensures that all employees unique strengths and perspectives are valued.Your voice matters your growth is prioritized and your success is celebrated.

POSITION SUMMARY

The Technical Support Engineer works to resolve customer issues assist Sales and Field Agents maintain knowledge content conduct research proactively share information position workarounds and collaborate with the Technical Support team to handle customer escalations. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or field personnel.

RESPONSIBILITIES

• Triage troubleshoot and resolve customer issues.

• Communicate to customers through the phone and digital medium to speed issue resolution.

• Assist Sales/Field Agents on technical issues relating to Vertiv product.

• 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.

• Proactively shares information with customers to help avoid potential future issues.

• Position workarounds with customers in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.

• Collaborate with subject matter experts to assist with the escalation process.

• Ability to convey details about all Vertiv product offerings to their peers on the customer side.