Senior Technical Resource Center Analyst

Hitachi Vantara Pte. Limited; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Hitachi Vantara Singapore seeks a Senior Technical Resource Contact Center Analyst to lead advanced technical support within our global customer operations. You will mentor junior analysts, resolve complex product and infrastructure issues, and drive continuous improvement across the contact center.

You will leverage deep knowledge of Hitachi products, virtualization, networking and storage to deliver high-quality service, align with product teams, and enhance customer satisfaction in a

Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum 5-7 years of experience in a technical support role within a contact center environment, with at least 2 years in a senior or lead capacity.
• Experience in end-to-end solutions including OS/Virtualization, Compute, Networking, and Storage (Hitachi preferred).
• Strong understanding of IT infrastructure, including Virtualization, Networking, and Storage.
• Excellent analytical and problem-solving skills with a methodical approach to complex technical challenges.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Demonstrated ability to mentor and guide junior team members.
• Experience with CRM software (Salesforce, ServiceNow) and knowledge management systems.

Responsibilities

• Provide advanced technical support to customers for Hitachi products and services, diagnosing and resolving complex issues across multiple platforms and technologies.
• Act as an escalation point for junior analysts, offering guidance and expertise to resolve challenging technical problems.
• Perform in-depth troubleshooting, root cause analysis, and provide effective solutions to customer inquiries across multiple domains.
• Document technical solutions, troubleshooting steps, and knowledge base articles to improve self-service options.
• Identify recurring issues and collaborate with product/engineering for long-term solutions.
• Participate in training programs for new and existing contact center analysts.
• Monitor contact center metrics and identify areas for service delivery improvement.
• Maintain product knowledge and stay updated on industry trends.

Skills

Technical support

Mentoring

Analytical thinking

Communication

Cross-functional collaboration

Education

Bachelor's degree in CS/IT/Engineering

Tools

Salesforce

ServiceNow

Knowledge management systems

VMware/OpenShift/Containers

Job description

Hitachi Vantara Singapore seeks a Senior Technical Resource Contact Center Analyst to lead advanced technical support within our global customer operations. You will mentor junior analysts, resolve complex product and infrastructure issues, and drive continuous improvement across the contact center.

You will leverage deep knowledge of Hitachi products, virtualization, networking and storage to deliver high-quality service, align with product teams, and enhance customer satisfaction in a