Customer Support Representative with Russian and/or Polish
Reporting to: Team supervisor/team manager
The Customer Support Specialist directly supports the entire suite of VMware products for global customers and works closely with the Customer Support Management and Service Delivery Technical teams to ensure that VMware provides exemplary customer service. Each Customer Support specialist will ensure each customer contact will be a friendly, professional and supportive experience to accurately address the needs of the customer. The Customer Support Specialist also provides exemplary My VMware account support directly as well as collaborating with Internal VMware departments globally.
Communicate effectively in a clear and concise manner
Assist customers in sourcing self-service options on VMware’s support website
Enter & maintain accurate issue description and detailed updates within our CRM system
Proactively update and respond timely to customer inquiries, primarily via email and telephone to our expected KPI’s. Focus efforts to meet or exceed defined performance criteria.
Create knowledge base content for internal and external use.
Work directly with our Technical Support Engineers, Quality Analysts and Sales staff to resolve customer issues.
Work directly with staff in Customer Support Account Specialist teams and other Internal Business support teams to resolve problems
Review reports, logs to ensure any issues are logged, tracked and resolved in a timely manner
Work with other departments (e.g. Sales Support, IT) as required to ensure continued maintenance of accurate customer and contact information
Resolve any customer account issues through diligent research, reproduction, and troubleshooting where required.
Change, Adaptability and Flexibility
Team and Collaborative Working
Continuous Development (Self & Others)
Excellent verbal and written English, Russian and/or Polish
Proficiency with Windows applications such as MS-Word, MS-Excel
Knowledge of Salesforce, database concepts and terminology, Internet Software desirable
Basic understanding of VMware products is desirable
Dependable time management skills
Attention to detail
Positive and constructive attitude, comfortable facing new challenges and application technologies
Excellent interpersonal skills
Work flexible schedules, which may include evenings, weekends or holidays
Ability to demonstrate sincere compassion and empathy for customers' issues and problems
Previous call center or customer service experience is desirable
Category : Client Support
Subcategory: Customer Support
Experience: Entry Level
Full Time/ Part Time: Full Time
Posted Date: 2020-09-22