Technical Resource Contact Center Analyst - Senior

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.

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