• 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.
• Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
• Performs other duties as required. EMC Proven Professional Certification desired
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.