Senior Technical Resource Contact Center Analyst

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Deliver advanced technical assistance to customers for Hitachi products and services.

• Analyze and troubleshoot intricate issues across various platforms and technologies.

• Serve as an escalation resource for junior analysts.

• Conduct comprehensive troubleshooting and root cause analysis.

• Record technical solutions, troubleshooting procedures, and knowledge base entries.

• Recognize recurring technical problems and suggest preventative strategies.

• Collaborate with product development and engineering teams to devise long-term solutions.

• Engage in the creation and delivery of training programs for contact center analysts.

• Monitor and evaluate contact center performance metrics.

• Enhance contact center processes, tools, and technical documentation.

• Maintain knowledge of products and stay informed about industry trends and new technologies.

• Interact with customers, internal stakeholders, and cross-functional teams to ensure prompt and precise issue resolution.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.

• At least 5-7 years of experience in a technical support position within a contact center setting, including a minimum of 2 years in a senior or leadership role.

• Proven capability in troubleshooting complex hardware and software issues across complete solutions, including OS/Virtualization, Compute, Networking, and Storage; Hitachi experience preferred.

• Strong knowledge of IT infrastructure, encompassing Virtualization (VMware, OpenShift, Containers), Networking (Ethernet and FC), and Storage (Block, File, and Object).

• Outstanding analytical and problem-solving abilities.

• Excellent written and verbal communication skills, with the capacity to articulate technical concepts clearly to non-technical users.

• Proven ability to mentor and support junior team members.

• Experience with CRM software such as Salesforce or ServiceNow and knowledge management systems.

• Ability to work autonomously and collaboratively in a fast-paced, dynamic environment.

• Customer-oriented with a strong dedication to delivering exceptional service.

• Relevant industry certifications like VCP, RHCSA, RHCE, or CCNA are advantageous.

🏝️ Benefits

• Employees can participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable.

• Industry-leading benefits, support, and services that prioritize holistic health and wellbeing.

• Flexible work arrangements tailored to your needs (dependent on role and location).

• Autonomy, freedom, and ownership in your role.

• Commitment to equal opportunity employment.

• Reasonable accommodations available during the recruitment process.