Customer Support Generalist with French (Fixed Term Contract)

Veeam®, the #1 global market leader in data resilience, believes every business should be able to bounce forward after a disruption with the confidence and control of all their data whenever and wherever they need it. Veeam calls this radical resilience, and we’re obsessed with creating innovative ways to help our customers achieve it.
Veeam solutions are purpose-built for powering data resilience by providing data backup, data recovery, data freedom, data security, and data intelligence. With Veeam, IT and security leaders rest easy knowing that their apps and data are protected and always available across their cloud, virtual, physical, SaaS, and Kubernetes environments.
Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, including 74% of the Global 2000, that trust Veeam to keep their businesses running. Radical resilience starts with Veeam.

Technical Customer Support is our customers’ “hotline.” This is a department that has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.

We are now looking for Customer Support Generalist with French language.

Your tasks will include:

• Pursue good relationships with other departments to ensure effective communication and timely resolution of issues;
• Oversees queue of General and Licensing cases in ServiceNow;
• 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.

What we expect from you:

• Fluent English and French (reading/writing/speaking);
• Excellent verbal and written communication skills;
• 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 ServiceNow, Salesforce, JIRA, Confluence a plus;
• Bachelor’s Degree or relevant customer service experience required (A combination of education and experience will be considered.);
• Previous experience in Customer Service or related field preferred;
• Experience with ServiceNow a plus.

We offer: 

• Private medical insurance for you, one adult dependent, and your children
• Meal tickets
• Private pension plan
• Life insurance
• Vision reimbursement
• Annual leave and additional vacation days based on tenure
• Cafeteria Benefit Plan where you will be able to flexibly customize your benefits package based on your budget and personal needs
• Veeam Care Days – additional 24 hours for your volunteering activities
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: If the applicant is permanently present outside of Romania, Veeam reserves the right to refuse to consider the application for a job.

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