Customer Support Coordinator

Job Location: Bracknell, United Kingdom

GENERAL SUMMARY Provides front end non-technical support for EMC's Internal and External Customers. Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period. PRINCIPAL DUTIES AND RESPONSIBILITIES Create, research and update service requests. Route service requests to appropriate product support teams. Interface with Global support teams and Field personnel. Implement escalation procedures as required. Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. Train and mentor new and less experienced Customer Support Technicians. May provide assistance to or act as Shift Leader, responsible and accountable for all operations of shift. EMC Proven Professional Certification desired Shares responsibility with Shift Leads for processes that fall outside daily operations. Provides support and exhibits sense of urgency in reconciling inconsistencies. Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Researches contracts when entitlement disputes arise and drive correction to operating system and contract data. Works with PREM and TSS to bill customers for remote and field services that are not covered under current contract status. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. Works with Customer on customer replaceable activity, orders parts and works with customer directly to resolve issues based upon contracted level of service. Performs other duties as required. SKILLS Strong computer skills. Communication skills. Interpersonal skills. Sense of urgency. Ability to work in a team environment. Organizational skills. Able to adapt to change.

Job ID: 118914BR

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