Customer Portal Administrator

Who we are:

Nearly all aspects of our lives involve the use of technology. It is how we work and play and do anything in between. This connectivity or use of data is built into the very fabric of our society. It is vital to human progress. Vertiv believes there is a better way to meet this accelerating demand for data — one driven by passion and innovation.

As industry experts and Architects of Continuity, we collaborate with our customers to envision and build future-ready infrastructures. We leverage our portfolio of hardware, software, analytics, and services, to ensure our customers’ vital applications run continuously, perform optimally, and scale with business needs.

Why Join Us?

• Meaningful and Fulfilling Work
• Inspiring and Caring Leaders
• Global Talent Center
Recharge Your Potential

Job Responsibilities:

• Monitor and process customer requests to access the Vertiv Customer Portal by cross referencing customer information with Oracle and PowerBI Database.
• Leverages Oracle Fusion applications to monitor customer requests, export data, and make changes to Sales Group organization.
• Serve as the first point of contact for customer questions and issues related to the portal and provide prompt responses.
• Escalate complex issues to the appropriate teams, such as technical support, IT and security teams, and collaborate with them to quickly arrive at a solution.
• Advocate the capabilities and benefits of the Vertiv Customer Portal to both internal and external users.
• Educate users on new features, functionalities, and best practices when they become available.
• Gather user feedback and communicate enhancement requests to the development team.
• Leverage Continuous Improvement best practices to identify ways to improve the customer experience within the portal.
• Collaborate with cross-functional teams to streamline processes and enhance user experience.
• Update documentation related to customer onboarding, troubleshooting steps and user guides.
Generate regular reports on portal usage, user activity, and performance metrics.

Job Qualifications:

• Bachelor’s degree in business administration OR High school education with 2 years minimum same or similar work experience.
• Customer service background preferred.
• Be willing to lead by example – be accountable and dependable and maintain a cheerful outlook.
• Must be attentive, patient and strongly skilled in written and verbal communication; clear, professional, positive, and informative communication style.
• High-level competence in multitasking, time management, organization, critical and analytical thinking, and problem solving is necessary for candidate to be successful in this role.
• Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
• Adapt quickly to changing priorities and business needs.
• Intermediate proficiency using Microsoft Excel software, including data analysis, pivot tables, etc.
• Experience using Oracle Fusion applications and submitting work tickets through Service Now is preferred but not required.
• Willing to work flexible hours, including before shift/after shift and weekends to support the business.
• Organizational Skills: Well-organized and able to manage multiple tasks simultaneously.
• Problem-Solving: A natural problem solver who can think critically and find solutions.
• Technical Familiarity: While no technical skills are required, familiarity with Oracle Fusion applications and ServiceNow ticketing system is beneficial.
• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences.
• Communication Skills: Excellent verbal and written communication skills.