Detailed Job Description
Provide customer assistance and support primarily via phone, email and Chat for technical and customer account queries/issues to our expected KPI’s. Focus efforts to meet or exceed defined performance criteria.
Assist customers in sourcing self-service options on VMware and Workspace One support portal
Communicate effectively in a clear and concise manner.
Enter & Maintain accurate issue description and detailed updates within our CRM system.
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.
Provide initial remote technical troubleshooting for all the Workspace One SMEs and device platforms like iOS & Android.
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 as Technical Support, Quality Analysts, Sales 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.
Review reports, logs to ensure any issues are logged, tracked and resolved in a timely manner.
Resolve any customer account and Licensing issues through diligent research, reproduction and troubleshooting when required.
Competencies
Customer Focus
Effective communication
Change, Adaptability and Flexibility
Team and Collaborative Working
Using Initiative- Achieving Goals
Experience
University graduate / Diploma in Computer Science, Electronics, Math, with minimum of 18 months of MNC experience
Passion for learning new technology
Willingness to work in a 24/7 shift environment, which may include working on weekends or statuary holidays
Familiarity with the installation and configuration of Windows Operating Systems
Basic understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)
Basic Windows Active Directory and Networking Concepts
Proficiency with Windows applications such as MS-Word, MS-Excel.
Excellent attention to detail
Dependable time management skills.
Positive and constructive attitude, comfortable facing new challenges and application technologies.
Ability to demonstrate sincere compassion and empathy for customers' issues and problems
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations


Other Skills
Any,


Keywords
MS-Word, MS-Excel, Good interpersonal communication and customer service skills. ,


Interview Information
Job Location : Bangalore
Interview Location : Bangalore