Customer Support Analyst
San Diego, CA

Job Description

Hitachi Vantara combines technology, intellectual property and industry knowledge to deliver data-managing solutions that help enterprises improve their customers' experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. Come join our team and our employee-focused culture, and help drive our customers' data to meaningful customer outcomes.

The Role

As the front line for Hitachi Vantara's Services Organization, Global Customer Care strives to provide our customers with multi-channel access to Hitachi Vantara's deep technical expertise across a myriad of language and cultural boundaries. This high value support services model adds a differentiating measure to Hitachi Vantara's products and services enabling customers around the world to continually meet their business operation needs.

Responsibilities

* Problem triage
* Diagnostic capture
* Customer web portal fault isolation
* Knowledge and wiki authoring
* Logistics / supply chain support
* Compliance enforcement
* Intermediary for partner ecosystem

Qualifications:

* Two or four year degree or equivalent work related experience in a support center, NOC, or help desk desired
* Must be flexible enough to work 50% annually on rotational shifts - weeknights, weekends and weekend nights
* Familiarity in the following technical disciplines are desired
* Block storage (Hitachi, EMC, IBM)
* File (NAS) storage (NetApp)
* Network (Brocade, Cisco)
* Operating System (Windows, AIX, Linux, VMware)
* Computing server platforms
* Mainframe (z/OS, MVS, ESCON, FICON)
* Spanish or Mandarin a plus
* Strong leadership, communication and interpersonal skills
* Ability to collaborate and communicate effectively with internal and external customers, peers and leadership in a high volume / high pressure environment
* Organized and adaptable clear thinker with a tolerance for ambiguity
* Willingness to accept responsibility and take ownership
* Able to establish and demonstrate technical credibility with customers and partners
* Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
* This role 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 escalation teams.

All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.

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