Front Line Support Agent - 1

DDN Storage is seeking great candidates to join our dynamic team of passionate customer-enabling technologists!

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DDN Storage is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - ~ Marc Hamilton VP, Solutions Architecture & Engineering | NVIDIA

DDN Storage is the global leader in AI and multi-cloud data management at scale. Our cutting-edge storage and data management solutions are designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN Storage empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.

The Front-Line Support team is the central hub in which a majority of DDN’s and its ‘subsidiaries’ cases and communications are routed through. They are the foremost line of customer service at DDN and need to be able to adapt and evolve as the role continues to expand with the inclusion of our growing product lines, customer base, and fellow companies we work with. Shift expectations: 10am to 7pm PST.

Responsibilities for this role include but are not limited to:

• Process incoming mail and technical support cases (via Salesforce/Portal, incoming mailboxes, and phone).
• Answer incoming calls for DDN and its subsidiaries and route them appropriately
• Identity and gather pertinent information from customers to ensure both accuracy and customer satisfaction.
• Determine if cases require additional support and if so, escalate to the appropriate party in a timely and efficient manner.  
• Process simple component parts replacements according to the timelines and processes established by Support and Support Logistics management.
• Manage the community portal for all customers. This includes adding new contacts, editing existing contacts, password resets, assisting customers with “How-to” and other documentation.  

Qualifications for this role are:

• Call Center or customer support experience
• Comfort with CRM application usage – Prefer salesforce.com or Oracle
• Excellent customer service skills
• Flexibility and the ability to multitask
• Strong written and verbal communication skills
• Proficient with Microsoft Office products
• Storage technology experience a plus
• High school graduate or equivalent

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.