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Title *Contract Customer Support Tech 2 (Spanish and/or Italian Speaking)Location(s) US - Utah - DraperBusiness EMCFunctional Area(s) Customer Service & SupportRequisition ID 98938BR"> ">We are looking for responsible, technology savvy and trustworthy individuals to join EMCs ApplicationXtender (AX) Technical Support team. You will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts. You must be a self-starter with excellent verbal communication and organizational skills and the ability to multi-task and work under deadlines. Problem analysis, customer support skills, and previous work experience in enterprise information systems is a must."> ">This position will begin as a 6 month contract role will the potential of moving to full time after the six month contract is up. While this position is mainly full time work, part time candidates will be considered. Job Description GENERAL SUMMARYProvides front end non-technical support for EMC''s Internal and External Customers. Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.PRINCIPAL DUTIES AND RESPONSIBILITIESCreate, research and update service requests.Route service requests to appropriate product support teams.Interface with Global support teams and Field personnel.Implement escalation procedures as required.Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.Train and mentor new and less experienced Customer Support Technicians.May provide assistance to or act as Shift Leader, responsible and accountable for all operations of shift.EMC Proven Professional Certification desiredShares responsibility with Shift Leads for processes that fall outside daily operations.Provides support and exhibits sense of urgency in reconciling inconsistencies.Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Researches contracts when entitlement disputes arise and drive correction to operating system and contract data. Works with PREM and TSS to bill customers for remote and field services that are not covered under current contract status. Performs Tiered Services enforcement based upon customer''s contract level and routes these customers to appropriate service teams. Works with Customer on customer replaceable activity, orders parts and works with customer directly to resolve issues based upon contracted level of service.Performs other duties as required.SKILLSStrong computer skills.Communication skills.Interpersonal skills.Sense of urgency.Ability to work in a team environment.Organizational skills.Able to adapt to change.Competencies * * Proven problem-solving capabilities* Excellent customer interfacing and communication skills* Excellent CRM skills* Basic Operating System Experience (Windows scanner and understanding scanning options* Experience with Microsoft Office (Word, Excel, Outlook)* Fluency in Spanish, Italian or both languages is required for this role.
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