Contact Center Customer Service: Senior Technical Support Specialist (Storage)

Hitachi Vantara; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

Hitachi Vantara is seeking a Senior Technical Support Specialist for Storage to join our global 24x7 support team. You will provide expert Level 2 support for Hitachi storage products, coordinate with field service, and manage escalations to deliver outstanding customer outcomes.

You will lead knowledge sharing, deliver trainings, and contribute to improvements in support processes while liaising with vendors and internal colleagues across regions.

Qualifications

• Experience providing Level 2/3 technical support for storage solutions.
• Ability to coordinate with internal teams and external vendors.
• Strong communication and problem-solving skills.

Responsibilities

• Level 2 specialist support to Hitachi Vantara customers and field service teams.
• Lead resolution of hardware/software configuration problems and product failures.
• Manage problem and customer situations and escalate as needed.
• Communicate critical case status to customers and stakeholders.
• Own and manage support cases and escalations.
• Help improve corporate standards for delivery to support services.
• Document unknown resolutions and update knowledge articles.
• Deliver training/workshops and develop technical skills of team members.
• Participate in projects to enhance Hitachi’s customer success.

Skills

SAN storage

Level 2 support

Escalation management

Vendor liaison

Training delivery

Tools

Hitachi storage systems

Brocade SAN

Cisco SAN

Job description

Contact Center Customer Service: Senior Technical Support Specialist (Storage)

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Senior Support Specialist provides experienced, in-depth, specialized support and advice to assist Hitachi Vantara’s customers address their solutions challenges. This includes, but is not limited to, the support of specific Hitachi Vantara product(s) and their respective layers of integration as corporate and enterprise solutions . The Senior Support Specialist works with both internal and external customers and must be comfortable communicating effectively and proficiently with all stakeholders.

The Senior Support Specialist acts as central point of contact for handling of internal escalations (from level 1 and to level 3 and above) and liaison with third party vendors and service providers.

Internally, as part of the wider Hitachi Vantara Global Support team, the Senior Support Specialist plays a leading role in advising and assisting the development of the Technical Support Specialists (tier 1) with further skills and knowledge.

The Senior Support Specialist is a member of a global team of customer service professionals who are responsible for providing Hitachi Vantara's customers with an excellent experience as part of a fast-paced, worldwide 24x7 support center.

Key areas of Expertise for this role:

Hitachi Vantara’s Data Storage including SAN: Enterprise / RAID and Midrange Storage (Hitachi Virtual Storage Platform – VSP 5x00, VSP-G), Brocade / Cisco SAN switches and storage replication

esponsibilities

• Level 2 specialist support to Hitachi Vantara customers and field service teams.
• Leading resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries that include escalations internal to Hitachi as well as to external parties.
• Perform problem and customer situation management, elevate to the necessary next levels of support
• Communicating critical case status to customer and stakeholders within Hitachi
• Ownership and management of support cases and associated escalations.
• Adhere to and help improve corporate standards and processes for delivery to support services.
• Contribute to Hitachi Knowledge by documenting unknown resolutions and updating existing articles with newfound or discovered information.
• Deliver training/workshops and lead technical support team members to ongoing development of technical skills.
• Participate in team projects that enhance the effectiveness of Hitachi’s customer success.

# LI-GL1

Function

GCSS

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Senior Support Specialist provides experienced, in-depth, specialized support and advice to assist Hitachi Vantara’s customers address their solutions challenges. This includes, but is not limited to, the support of specific Hitachi Vantara product(s) and their respective layers of integration as corporate and enterprise solutions . The Senior Support Specialist works with both internal and external customers and must be comfortable communicating effectively and proficiently with all stakeholders.

The Senior Support Specialist acts as central point of contact for handling of internal escalations (from level 1 and to level 3 and above) and liaison with third party vendors and service providers.

Internally, as part of the wider Hitachi Vantara Global Support team, the Senior Support Specialist plays a leading role in advising and assisting the development of the Technical Support Specialists (tier 1) with further skills and knowledge.

The Senior Support Specialist is a member of a global team of customer service professionals who are responsible for providing Hitachi Vantara's customers with an excellent experience as part of a fast-paced, worldwide 24x7 support center.

Key areas of Expertise for this role:

Hitachi Vantara’s Data Storage including SAN: Enterprise / RAID and Midrange Storage (Hitachi Virtual Storage Platform – VSP 5x00, VSP-G), Brocade / Cisco SAN switches and storage replication

esponsibilities

• Level 2 specialist support to Hitachi Vantara customers and field service teams.
• Leading resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries that include escalations internal to Hitachi as well as to external parties.
• Perform problem and customer situation management, elevate to the necessary next levels of support
• Communicating critical case status to customer and stakeholders within Hitachi
• Ownership and management of support cases and associated escalations.
• Adhere to and help improve corporate standards and processes for delivery to support services.
• Contribute to Hitachi Knowledge by documenting unknown resolutions and updating existing articles with newfound or discovered information.
• Deliver training/workshops and lead technical support team members to ongoing development of technical skills.
• Participate in team projects that enhance the effectiveness of Hitachi’s customer success.

# LI-GL1

About us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.