Service Support Coordinator I

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.

• 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.

• →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-todate 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.
   

• 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.
   

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities. 
 

OUR CORE PRINCIPALS:  Safety.  Integrity. Respect.  Teamwork.  Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

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

OUR BEHAVIORS

• 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