Deskripsi Pekerjaan
Join Vertiv's Customer Success Management team as a Service Support Coordinator II and become a vital link between our clients and technical solutions. In this dynamic role, you'll orchestrate seamless service delivery, resolve complex technical inquiries, and drive customer satisfaction through proactive support. You'll collaborate with cross-functional teams to ensure service excellence while maintaining detailed documentation and optimizing service workflows. Vertiv offers a collaborative environment where your problem-solving skills directly impact global infrastructure reliability and client retention.
Tanggung Jawab
- Coordinate service delivery and technical support for enterprise clients
- Resolve escalated service issues and implement preventive solutions
- Act as primary liaison between customers, technical teams, and vendors
- Maintain accurate service documentation and performance metrics
- Facilitate knowledge transfer and best practices across support teams
- Analyze service trends to identify improvement opportunities
- Support new service implementations and system transitions
Kualifikasi
- Bachelor's degree in Engineering, IT, or Business Administration
- 3+ years in technical support or customer service coordination
- Strong troubleshooting skills in IT infrastructure or power systems
- Proficiency with CRM platforms (e.g., Salesforce) and ticketing systems
- Exceptional communication and conflict resolution abilities
- Experience in SLA management and customer reporting
- Ability to work under pressure with multiple priorities
- Certification in IT Service Management (ITIL) preferred