Technical Resource Contact Center Analyst - Senior

Job description

Function GCSS Our Company We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data. If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data. Job description What You Will be Doing As a Senior Technical Resource Contact Center Analyst at Hitachi Vantara, you will be a key contributor to our customer support operations, providing advanced technical assistance and problem resolution for complex inquiries. You will leverage your expertise to enhance customer satisfaction, mentor junior analysts, and contribute to continuous improvement initiatives within the contact center. 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, often involving multiple technical domains. Document technical solutions, troubleshooting steps, and knowledge base articles to improve efficiency and self-service options for customers and internal teams. Identify and analyze recurring technical issues, recommending preventative measures and collaborating with product development or engineering teams for long-term solutions. Participate in the development and delivery of training programs for new and existing contact center analysts. Monitor and analyze contact center metrics to identify areas for improvement in service delivery and customer experience. Contribute to the continuous improvement of contact center processes, tools, and technical documentation. Maintain a high level of product knowledge and stay updated on industry trends and emerging technologies. Communicate effectively with customers, internal stakeholders, and cross-functional teams to ensure timely and accurate resolution of issues. What You Will Bring to the Team Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience. Minimum of 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. Proven expertise in troubleshooting complex hardware and software issues across end-to-end solutions including OS/Virtualization, Compute, Networking, and Storage (Hitachi preferred). Strong understanding of IT infrastructure, including Virtualization (VMware, OpenShift, Containers), Networking (Ethernet and FC), and Storage (Block, File, and Object). 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 (e.g., Salesforce, ServiceNow) and knowledge management systems. Ability to work independently and as part of a team in a fast-paced, dynamic environment. Customer-focused with a strong commitment to delivering high-quality service. Relevant industry certifications (e.g., VCP, RHCSA, RHCE, CCNA) are a plus. As required by the equal pay and transparency acts, the expected base salary for this position is: $100K to $120k. Expected on-target earnings: $110K to $138K. The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable, and are subject to the program’s conditions and restrictions. #LI-JT1 About us We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential. Fostering innovation through diverse perspectives Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work. How we look after you We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with. We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.