Customer Service Representative

**ESSENTIAL FUNCTIONS**- Provide services that will guarantee the Customer Response Center 24/7/365 operation- Interact with Internal and External customers of Vertiv- Ensure SLA agreements with customers are meet through proper management and follow-up of Emergency calls- Create, update and close Service Requests- Manages and ensures Service Engineers requirements to access to customer's sites- Track resolution of customer reported issues- Provide administrative support to customer related areas in customer centered activities**EDUCATION AND EXPERIENCE**- High school Degree (at least)- Preferable with Customer Service Trainings.- Familiar with call center KPIs- Conversational English level (B2)- Strong knowledge in any Call Center Tools and Systems (Cisco, Avaya, Polycom, NICE, etc.)- Experience handling customer experience issues and resolutions- Minimum 2 years of experience in Customer Service related to technology.- At least 2 years of experience in back office environment and telephone systems.