Brief Job Description:
Serve as Frontline Customer Helpdesk support and always provide quality service. Ensure that inquiries from customer, Vertiv Partners, Vertiv Sales Representatives, Inside Sales Representatives via the dedicated 800 line and support mailbox [email protected] and [email protected] are responded with the set time frame.
Responsibilities:
1. Functional Expertise
Process special pricing requests from Distributions (Ingram Micro, TD Synnex, D&H and Carahsoft). Special Pricing request should be completed within 4hrs upon receipt of request.
Updates Partner Information in Impartner and Oracle Sales Cloud. Send out new partner information to key Vertiv contact representative. Weekly Partner information to Key Vertiv contact representative.
2. Customer Commitment
Associate is responsible to answer inbound calls received from customers, Partners and Business Partners via the dedicated 800 Toll Free Number. Rout call to the correct support group as needed. Answer email inquiries obtained from the support mailbox. Identifies customer needs through communication and probing. Then creates solutions to customers need/problem. Calls and emails should be answered on a timely manner according to our service level agreement. Associate should receive a rating of 2 for Exceeds Expectations CSAT.
3. Internal Communication
Effectively communicate updates from emails, calls and meeting to the team. Assist in leading huddle and team meetings. Records and submit minutes of the meeting. Should actively participate on team huddles and POC meetings. Minutes of the meeting is submitted same day
QA review to associates calls and emails. Conduct feedback session weekly or as needed. Communicate weekly feedback with associate to Team Lead
4. Continuous Improvement
To participate in a project, which includes but is not limited to Process Improvement of own support. Help on project improvement initiatives and User Acceptance Testing.
5. Team Support and Development
Serve as back-up for next level similar of related function for business continuity. Actively participates in team activities and initiatives. Fulfill other reasonable duties and projects as required. Support Back-up and participate on team initiatives.
Qualifications:
Time Travel Needed:
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
OUR BEHAVIORS
