Service Support Coordinator I

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Job Summary

The Service Support Coordinator 1 is an entry-level role focused on delivering high-quality customer service through phone, email, and chat support. This position involves answering customer inquiries, addressing service-related issues, and providing broad support to ensure customer satisfaction. The position is the first point of contact for customers, and the role is designed to build foundational skills in customer service, problem resolution, and communication which involves managing inbound calls, managing customer issues, tracking service requests, and ensuring customers receive the best customer experience.

Responsibilities:

• Process all incoming calls on all lines coming into the Customer Resolution Center Americas.
• Create and maintain service ticket requests and messages in OEC and EBS Alice.
• Resolve customer inquiries utilizing the OEC, EBS Alice and Chat Support
• Record and document all customer interactions in the system, ensuring accurate and up-to-date records.
• Send email correspondence to Vertiv and non-Vertiv divisions as instructed.
• Follow customer and equipment instructions when creating service request tickets.
• Track and manage service requests, ensuring timely resolution and following up with customers as required.
• Assign customer engineers and approved service providers according to processes and procedures.
• Other duties as assigned.

Qualifications:

• No prior experience required; however, any customer service, call center, or support experience is an advantage.
• Excellent customer service and telephone communication skills
• Excellent grammar skills both verbal and written.
• Strong listening skills, patience, and the ability to remain calm under pressure.
• Must be able to handle multiple tasks and manage time efficiently.
• Experience with Microsoft Office products (Microsoft Office, Oracle)
• Customer-focused attitude with a fervent desire to help others.
• Positive and professional demeanor, even in challenging situations.
• Good problem-solving skills with the ability to think critically and make decisions.
• Strong attention to detail, ensuring accurate data entry and issue tracking.
• Ability to handle a high volume of calls and manage multiple priorities.
• Flexibility and adaptability to a fast-paced environment.
• Ability to maintain a positive working relationship with peers.
• Variable hours and overtime, including holidays. Flexible to work different shifts if required.
• Be able to work in both a group environment, as well as being completely self-sufficient.

Our Core Principals & Behaviors:

• Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example