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 & ResponsibilitiesReceive all incoming phone callsLog calls in call handling systemGather customers contact and Equipment informationUnderstand the customers’ technical issues and enter into the support caseDetermine appropriate resources to handle support caseUnderstand what Product types are supported by what tech support groupsDispatch to field engineersUnderstand how to dispatch multiple Org’s (Quantum, NCR, UNISYS, etc.)Ability to multi-task between many high priority customer dispatchesReview of quality support casesCommunicate to Quantum’s internal and external customersHandle Parts booking and dispatchingWork with Logistics for part ordersWork with TS to help facilitate customer experienceCreation and Research of RMA’sCustomer request for service via emailTransfer customers email into a case and route accordinglyVia the MyQuantum platform, allow our customers to track their cases online real time.Open cases in D365 and confirm informationUpdate cases after handling a callAssist customers with MyQuantum portal issues or questionsValidate customers warranty information for Standalone DrivesHelp maintain accurate contact information in D365Add and update customers informationAnswer Chat based questions from customersCreate License keysJob Requirements (Background/Experience/Qualifications)Bachelors’ Degree or similar/equivalent educational qualifications with at least 2-4 years of experience in a customer service support roleProfessional phone handling skills and active listeningMust be proficient in both spoken and written English.Ability to work in US Hours = Malaysia Nightshift: 11.00PM to 8.00AMKnowledge 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 playerKnowledge of, or ability to learn, Microsoft D365 and other Microsoft applicationsTroubleshooting skills and experience a plus