Global Customer Care, Remote Ops

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Accountable for remote customer support operations for the Hitachi Vantara Global Customer community.

• Collaborate with Customers and Partners to facilitate efficient and effective remote maintenance activities.

• Conduct remote health checks as necessary and engage with Hitachi Vantara Customers and Partners to discuss health check outcomes and offer guidance when suitable.

• Provide remote assistance to our Customer Engineers and Partners to ensure the successful implementation of provided action plans.

• Support the HRO (Hitachi Remote Ops) function remotely and manage HRO operational escalations.

• Perform remote data collection, management, and preliminary analysis of Hitachi Vantara diagnostic data.

• Escalate cases to the appropriate Global Support practice teams when in-depth specialist analysis is needed.

• Contribute to the Technical Knowledge Base by documenting technical issues and their resolutions.

• Help ensure that agreed service levels are consistently maintained.

⛳️ Requirements

• A minimum of 2 years of experience in similar roles providing customer support services.

• Strong ability to deliver outstanding customer service, including clear communication, problem-solving, and technical writing skills.

• Demonstrated organizational skills with the capacity to manage multiple issues concurrently in a dynamic and fast-paced environment.

• A positive self-starter who can take direction and work collaboratively within a team setting.

• Willingness to learn and support new products and systems.

• Availability to work nights, weekends, or on standby shifts as required to fulfill scheduling needs.

• Proficiency in one or more of the following areas is highly preferred: IP Networking Concepts (TCP/IP, Active Directory), Cloud-based Solutions, Programming Skills (Python, REST API), Network Attached Storage (NAS), Operating systems including Windows, Linux, VMware, Enterprise Storage Solutions and Products (Hitachi, EMC, IBM), Fiber Channel, Connectivity Solutions (Brocade, Cisco), and other software solutions including but not limited to Veritas, MSCS, Oracle, Commvault, etc.

🏝️ Benefits

• Health insurance.

• Flexible working arrangements.

• Professional development opportunities.