Customer Support Generalist - German
Veeam
Bucharest, Romania
2 zile în urmă

Company Description

Since its launch in 2006, Veeam has been a leading provider of backup, recovery, and replication solutions. We understand the criticality of the move to the cloud, which adds complexity in not only managing and mining data but also leveraging that data for positive business value and innovation.

It’s why Veeam offers exceptional visibility and control capabilities through our extensive orchestration engine, delivering virtual, physical, and cloud data management, for any application, and any data, across any cloud.

It’s how we’ve grown to work with 82% of the Fortune 500 companies in 30 countries around the world. With over 350,000 customers, such as L’Oréal, PwC, Volvo and Gatwick, Veeam has become the #1 Cloud Data Management Provider sold through partners like VMWare, HPE, Cisco and Microsoft.

As a billion-dollar software company, we rely on the diverse backgrounds and ideas of our people to advance our growth and innovation and we’re passionate to develop the industry’s most inclusive and high-performing team.

Through embracing transparency and trust, recognizing and developing our employees, and giving back to the communities we share, we’re also creating a Veeamazing place to work.

Join Veeam, the #1 Cloud Data Management provider, today.

Job Description

The Customer Support Generalist will handle customer requests submitted via the Customer Portal in alignment with the company's values and goals.

They are responsible for timely triage of General Inquiry cases and Licensing cases which involves setting customer expectations, checking for understanding with customers, referral of the request to the correct department, and follow-up to ensure customer satisfaction.

This task is handled by data entry and auditing information received internally or externally and is completed through our Customer Relationship Management (CRM) software, Salesforce.

  • Pursue good relationships with other departments to ensure effective communication and timely resolution of issues.
  • Oversees queue of General Inquiry and Licensing cases in Salesforce.
  • Identify customer needs via email or phone.
  • Knowledge of proper referral workflow.
  • Ensure requests referred to other teams are handled in timely manner, escalating where necessary.
  • Audit and Update CRM records pertaining to customers and accounts where needed.
  • Update manager on Sales Team records that need audited.
  • Communicate with Technical team where necessary for referrals.
  • Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests.
  • Has working knowledge of internal policies and procedures, departments, personal data handling regulations, basic accounting processes, and payroll / HR software.
  • Perform other duties as assigned.
  • Qualifications

  • Excellent verbal and written communication skills in English & German .
  • Previous experience in Customer Service or related field preferred.
  • Warm customer service manner
  • Ability to mitigate customer concerns via phone and email
  • Dedicated collaborator
  • Attention to detail and ability to multi-task.
  • Experience with data entry and ticketing systems.
  • Proficiency in MS Office suites.
  • Experience with Salesforce, JIRA, Confluence a plus.
  • Bachelor’s Degree or relevant customer service experience required (A combination of education and experience will be considered.)
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