Senior Technical Resource Contact Center Analyst

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Mexico – Remote

🇺🇸 United States – Remote 🇲🇽 Mexico – Remote

🏄 California – Remote

🏄 California – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Hitachi

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1910

🚘 Automotive

🏗️ Construction

💼 Consulting

Automotive • Construction • Consulting

Hitachi, Ltd. is a global company that operates in various sectors with a focus on social innovation. Hitachi provides advanced digital solutions, services, and technologies under its brand 'Lumada' to solve customers’ challenges and enhance societal value. The company is committed to sustainability and environmental, social, and governance (ESG) initiatives, aiming to improve quality of life through technologies that foster a sustainable society. Hitachi's products and solutions span digital systems, green energy, mobility, and connective industries, promoting digital transformation of business systems and social infrastructure. Founded in 1910, Hitachi's long-standing dedication to innovation and societal development makes it a leader in driving positive change worldwide.

📋 Description

• Provide advanced technical support to customers for Hitachi products and services • Diagnose and resolve complex issues across multiple platforms and technologies • Act as an escalation point for junior analysts • Perform in-depth troubleshooting and root cause analysis • Document technical solutions, troubleshooting steps, and knowledge base articles • Identify recurring technical issues and recommend preventative measures • Collaborate with product development and engineering teams on long-term solutions • Participate in developing and delivering training programs for contact center analysts • Monitor and analyze contact center metrics • Improve contact center processes, tools, and technical documentation • Maintain product knowledge and stay updated on industry trends and emerging technologies • Communicate with customers, internal stakeholders, and cross-functional teams to ensure timely and accurate issue resolution

🎯 Requirements

• 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 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 • Exceptional written and verbal communication skills, with ability to explain technical concepts clearly to non-technical users • Demonstrated ability to mentor and guide junior team members • Experience with CRM software such as Salesforce or ServiceNow and knowledge management systems • Ability to work independently and as part of a team in a fast-paced, dynamic environment • Customer-focused with strong commitment to delivering high-quality service • Relevant industry certifications such as VCP, RHCSA, RHCE, or CCNA are a plus

🏖️ Benefits

• Employees are eligible to participate in Hitachi Vantara’s bonus/variable/commission pay programs, where applicable • Industry-leading benefits, support, and services that look after holistic health and wellbeing • Flexible arrangements that work for you (role and location dependent) • Autonomy, freedom, and ownership • Equal opportunity employment • Reasonable accommodations during the recruitment process