Customer Support Administrator

Vertiv

  • Southampton
  • Permanent
  • Full-time
  • 1 month ago
Job Category: Service SupportJob Description:Customer Support AdministratorUnited KingdomJOB DESCRIPTIONWho are we?At Vertiv, we build and support products that keep critical technologies running 24/7 incorporating Monitoring, Uninterruptable Power Supplies, Generators, Cooling, Batteries and DC Systems. The job involves operation of a bespoke, monitoring system and using Vertiv's systems to create support tickets and supporting the customer throughout theprocess.What kind of work will you be doing?The Customer Support Administrator is responsible to undertake the routine database administration of the bespoke monitoring system.All activities are to be performed in line with company policies as may be in force from time to time. These include, but are not limited to International Trade Compliance policy, Data Retention Policy, GDPR regulations, etc.Monitoring System:
  • Attend the Southampton office in Stoneham Way to provide monitoring of the bespoke system on a continuous basis as defined by the Shift Roster.
  • Ensure that all customer monthly activity reports are sent in a timely manner, typically on the due date.
  • Perform routine database administration as necessary.
  • Verify and assist in resolving communication issues between customers equipment and the Monitoring system.
  • Participate remotely via mobile / laptop in the 1 in 4 support rota for Shared Services team outside of UK team hours.
Emergency Support & Incident Management:
  • Respond to requests for Emergency support received from customers, whether via the company telephone system or other routes of communication including the Remote Monitoring system and email.
  • Record all Emergency requests with the business operating systems, such as SharePoint, Fault Ticket system and Oracle EBS.
  • Direct the Emergency support request received from customers to the appropriate Customer Support Operations Team during office hours.
  • Outside of office hours, direct the emergency support request to the appropriate team of on-call field service engineers.
  • Where necessary, dispatch engineers, emergency parts kits and spare parts to ensure that customer's equipment is returned to a satisfactory status within expected / contracted service level agreements.
  • Provide office hours cover for the Customer Support Teams where necessary due to planned team activities such as team meetings.
  • Participate remotely via mobile / laptop in the 1 in 4 support rota for Shared Services team outside of UK team hours.
What will make you successful?
  • A Customer Service background and skills are essential in this role.
  • An electrical engineering qualification or suitable experience would be beneficial.
  • Excellent written and verbal communication skills.
  • Self-motivated with good organizational and time management skills.
  • The ability to communicate at all levels.
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Vertiv