**The Company** Toshiba is a technology services provider for retail enterprises, creating high-quality digital platforms and products that accelerate time-to-market. Our diverse and adaptable teams deliver the right combination of solutions and methodologies to achieve tailored results as we collaborate with our clients’ teams to foster innovation through continuous learning. **Our People** At Toshiba, every team member is empowered to take ownership and develop innovative solutions to our clients’ most challenging problems. To retain and develop top talent, we cultivate a work environment that celebrates creativity, fosters skill development, and enables multidisciplinary collaboration. **What You’ll Bring to the Team** Ensure ticket registration in the Oracle system for assignment to the appropriate zone, validating whether the customer has an active contract; tickets are raised via phone, email, or chat. For customers with replication capability, ensure accurate replication into the Oracle system; otherwise, perform necessary actions to enable replication. For customers without replication, ensure proper documentation of all ticket stages within their respective systems. This role requires a strong service orientation toward the company’s diverse customers, along with effective communication skills, problem-solving ability, and a courteous, professional demeanor. **Key Responsibilities:** **Customer Support** * Receive calls and emails to generate tickets * Create tickets in the Oracle system to assign them to the appropriate zone or resolver * Monitor tickets regularly to mirror updates and progress * Ensure timely ticket closure for customers without replication capability * Respond to internal and external customers requesting status updates on their tickets * Generate reports for customers under warranty and assign them to the validation desk if the warranty remains valid * Respond to emails or calls from customers requesting the status of their tickets * Verify whether the equipment reported falls within the scope of the customer’s contractual coverage **Other Activities** * Upload evidence (e.g., ticket numbers and survey responses) to the client’s system * Upload evidence of billable equipment * Upload evidence demonstrating proper functionality of the equipment * Maintain a log indicating where evidence has been uploaded, enabling the Project Manager to track details **Areas of Experience and Specialized Skills:** * Multichannel customer support (phone, email, chat) * Clear verbal and written communication * Active and empathetic listening * Conflict and complaint management * Proficiency with CRM systems and call center software such as ServiceNow, Oracle, and Remedy * Results-oriented mindset with commitment to meeting KPIs * Prompt and effective resolution of inquiries **We Offer:** * Direct employment with Toshiba * Benefits exceeding statutory requirements * Additional benefits focused on health, wellbeing, and professional development * Growth opportunities within a global enterprise.