About VMware:
At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.
Job Responsibilities:
- Provide world-class customer service throughout the entire lifecycle of customer adoption.
- Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision.
- Focused effort into optimal use of resources.
- Work flexible schedules, which may include evenings, weekends or holidays.
- Provide customer assistance and support primarily via Chat/calls for technical queries/Issues to our expected KPI’s. Focus efforts to meet or exceed defined performance criteria.
- Handling Support requests for VMC customer providing solutions for technical issues
- Reproducing issues in-house and responding back in a timely manner with Continual follow ups with customers along with recommendations, updates, and action plans.
- Escalate issues in a timely manner according to Standard Operating Procedures.
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
- Create knowledge base content for internal and external use
- Work directly with our Internal teams such CSM/TAM and IT teams to resolve customer issues/queries as required ensuring continued maintenance of accurate customer and contact information.
- Analyze, manage, and track the Product enhancement requested using JIRA portal and provide time updates and communication to stakeholders, as and when the products are made available leveraging the tool and with frequent engagement with R&D, Release readiness and Product Management teams.
- Communicate complex business remedies, solutions, or workarounds in a clear and concise manner.
- Help drive and influence team behavior that enhances the customer experience and helps meet or exceed company goals.
Preferred skill:
- Communication (Oral/Written)
- Customer Service & Support
- Problem Solving/DecisionMaking
- Demonstrates analytical and problem-solving skills.
- Creative.
- Good written and verbal communication skills; mastery in English and local language.