Chinese or Japanese language speaking analyst

The team

Job Purpose : The GCC Professional is responsible for receiving and processing requests from customers, partners, engineers, and internal teams, in accordance with standard operating procedures (SOPs) using the knowledge base.

This is a critical role that will set lasting first impressions with our customers and our Partners, demonstrating the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

Principal Accountabilities :

• Handle incoming and outgoing calls from customers, partners, and engineers in the required languages (Japanese or Mandarin). Specify languages relative to KL .
• Create cases in Hitachi Vantara CRM (Salesforce) following SOPs through the knowledge base
• Manage calls / cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
• Achieve allocated administration tasks set daily, weekly, and / or monthly
• Follow established escalation procedures to transfer call / case / information to all levels of management and support groups
• Follow up Pass-Through Support cases to Hitachi Vantara Partners aligned to products where a Pass-Through support model is in place and manage through to case resolution and closure
• Provide first-line support for our support portal inquiries
• Available to work a 7x24 shift rotation as required

Essential Qualifications :

Preferred Qualifications :

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.