Global Service Centre Rep (US Hours)

Quantum Corp. leads the world in helping users collaboratively solve some of the world's hardest computer challenges. Whether its wrangling Petabytes of data for cutting edge movie production, managing global content production workflows, exploring new sources of energy, or managing oceans of content and blending collaborative high-speed workflows with cutting-edge object storage, Quantum has the tools and technology to help you engineer the solution that works now - and preserves your work for decades to come. You are applying to an exceptional team that contributes to enhancing our position as a proven global expert in data management.

Key Job Duties & Responsibilities

• Receive all incoming phone calls
• Log calls in call handling system
• Gather customers contact and Equipment information
• Understand the customers’ technical issues and enter into the support case
• Determine appropriate resources to handle support case
• Understand what Product types are supported by what tech support groups
• Dispatch to field engineers
• Understand how to dispatch multiple Org’s (Quantum, NCR, UNISYS, etc.)
• Ability to multi-task between many high priority customer dispatches
• Review of quality support cases
• Communicate to Quantum’s internal and external customers
• Handle Parts booking and dispatching
• Work with Logistics for part orders
• Work with TS to help facilitate customer experience
• Creation and Research of RMA’s
• Customer request for service via email
• Transfer customers email into a case and route accordingly
• Via the MyQuantum platform, allow our customers to track their cases online real time.
• Open cases in D365 and confirm information
• Update cases after handling a call
• Assist customers with MyQuantum portal issues or questions
• Validate customers warranty information for Standalone Drives
• Help maintain accurate contact information in D365
• Add and update customers information
• Answer Chat based questions from customers
• Create License keys
  
  

Job Requirements (Background/Experience/Qualifications)

• Bachelors’ Degree or similar/equivalent educational qualifications with at least 2-4 years of experience in a customer service support role
• Professional phone handling skills and active listening
• Must be proficient in both spoken and written English.
• Ability to work in US Hours = Malaysia Nightshift: 11.00PM to 8.00AM
• Knowledge of Windows based software including MS Office Suite and peripheral products in network environments or similar technical experience.
• Customer orientation and ability to adapt/respond to different type of characters.
• Ability to prioritize, multi-task between several critical customer situations at the same time and manager time effectively.
• Ability to work independently, as well as contributing as a team player
• Knowledge of, or ability to learn, Microsoft D365 and other Microsoft applications
• Troubleshooting skills and experience a plus