Administrator - LIFE
Posted 1 week ago by Vertiv
Negotiable
Undetermined
Onsite
Southampton, England, United Kingdom
Summary: The Customer Support Administrator at Vertiv is responsible for the routine administration of a bespoke monitoring system, ensuring compliance with company policies and regulations. The role involves monitoring customer activity, responding to emergency support requests, and coordinating with field service engineers. Strong customer service skills and effective communication are essential for success in this position. The role requires both on-site presence and remote participation in support rotas.
Key Responsibilities:
- Undertake routine database administration of the bespoke monitoring system.
- Monitor customer monthly activity reports and ensure timely delivery.
- Verify and resolve communication issues between customer equipment and the monitoring system.
- Respond to emergency support requests from customers via various communication channels.
- Record emergency requests using business operating systems like SharePoint and Oracle EBS.
- Direct emergency support requests to appropriate teams during and outside office hours.
- Dispatch engineers and parts as necessary to meet service level agreements.
- Provide cover for Customer Support Teams during planned activities.
- Participate in the 1 in 4 support rota for Shared Services team outside of UK team hours.
Key Skills:
- Customer service background and skills.
- Electrical engineering qualification or suitable experience.
- Excellent written and verbal communication skills.
- Self-motivated with good organizational and time management skills.
- Ability to communicate at all levels.
Salary (Rate): undetermined
City: Southampton
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
JOB DESCRIPTION
Customer Support Administrator
United Kingdom
JOB DESCRIPTION
Who are we?
At Vertiv, we build and support products that keep critical technologies running 24/7 incorporating Monitoring, Uninterruptable Power Supplies, Generators, Cooling, Batteries and DC Systems.
The job involves operation of a bespoke, monitoring system and using Vertiv’s systems to create support tickets and supporting the customer throughout the process.
What kind of work will you be doing?
The Customer Support Administrator is responsible to undertake the routine database administration of the bespoke monitoring system. All activities are to be performed in line with company policies as may be in force from time to time. These include, but are not limited to International Trade Compliance policy, Data Retention Policy, GDPR regulations, etc.
Monitoring System:
- Attend the Southampton office in Stoneham Way to provide monitoring of the bespoke system on a continuous basis as defined by the Shift Roster.
- Ensure that all customer monthly activity reports are sent in a timely manner, typically on the due date.
- Perform routine database administration as necessary.
- Verify and assist in resolving communication issues between customers equipment and the Monitoring system.
- Participate remotely via mobile / laptop in the 1 in 4 support rota for Shared Services team outside of UK team hours.
Emergency Support & Incident Management:
- Respond to requests for Emergency support received from customers, whether via the company telephone system or other routes of communication including the Remote Monitoring system and email.
- Record all Emergency requests with the business operating systems, such as SharePoint, Fault Ticket system and Oracle EBS.
- Direct the Emergency support request received from customers to the appropriate Customer Support Operations Team during office hours.
- Outside of office hours, direct the emergency support request to the appropriate team of on-call field service engineers.
- Where necessary, dispatch engineers, emergency parts kits and spare parts to ensure that customer’s equipment is returned to a satisfactory status within expected / contracted service level agreements.
- Provide office hours cover for the Customer Support Teams where necessary due to planned team activities such as team meetings.
- Participate remotely via mobile / laptop in the 1 in 4 support rota for Shared Services team outside of UK team hours.
What will make you successful?
A Customer Service background and skills are essential in this role. An electrical engineering qualification or suitable experience would be beneficial. Excellent written and verbal communication skills. Self-motivated with good organizational and time management skills. The ability to communicate at all levels.