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Customer Support Technician 1
Tri-Lingual or Italian Tue-Sat 2nd shift
Provides 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. Provides service in Portuguese, Spanish, and English or Italian and English. Verbal and written communications skills required for all languages.
PRINCIPAL DUTIES AND RESPONSIBILITIES • Create, research and update service requests. • Route service requests to appropriate product support teams. • Interface with Global support teams and Field personnel. • Inspect and influence global process alignment for incident management. • Implement escalation procedures as required. • Ability to work in a dynamic and changing environment. • 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. • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. • Performs other duties as required.
SKILLS • Customer Service skill. • Communication skills (verbal and written). • Interpersonal skills. • Organizational skills. • Ability to work in a team environment. • Able to adapt to change. • Strong computer skills. • English Language plus additional language required. • Social Media skills
Education Required: Second/Third Level education or certification
Experience Required: 1-2 years relevant experience, or equivalent
Physical Requirements: No
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GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and
applicants for employment without regard to race, color, religion, sex, national origin,
age, disability, genetic information, veteran’s status or any other category protected by
law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable
state and local laws governing nondiscrimination in employment in every location in which
the company has facilities and/or employees. This policy applies to all terms and conditions
of employment, including recruiting, hiring, placement, promotion, termination, layoff,
recall, transfer, leaves of absence, compensation, benefits and training.