Senior Escalation Specialist (fixed term)
Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
About the Role
The Order Processing Escalation Specialist will process licensing inquires registered via Jira case in alignment with company's values and goals, and be responsible for administrating Veeam software licenses.
What You’ll Do
- Handling license management requests (tickets via internal Jira) according to the Licensing Management Policy;
- Updating and maintaining the Veeam CRM system (Salesforce.com)
- Maintains good relationships on internal and external channel to ensure issues can be resolved quickly;
- Performing licensing case information analysis in line with updated rules and policies
- Identify the need of escalation to Financial Management and perform license management case transfer to appropriate team
- Auditing requests information and ensuring policies for changes are followed;
- Building licensing contracts within our CRM (Salesforce) and develops new renewal opportunities for future business;
- Ensuring proper and consistent communication of issue status to CS Team, providing necessary instructions and guidelines;
- Communicates with internal sales teams and distributors to resolve issues regarding licensing cases;
- Maintains working knowledge of products, order fulfillment policies and procedures, contractual agreements and basic accounting processes;
- Documenting all interactions with CS accurately and within License Management Policy and SLA.
- Meeting KPI’s such as Activity Levels (number of locked and closed cases, number of incoming and outgoing phone calls, number and content of internal case comments, measured through the weekly/monthly/quarterly or yearly SalesForce.com reports), a defined score in regular tests and reevaluations of skills and knowledge of supported products;
- Participating in team meetings and taking responsibility for license management and order processing improvement initiatives and other assigned action items;
- Whenever required collaborating with customer support team, representatives of helpdesk, backend team or web team on joint issues or projects;
- Being up-to-date with any changes to the supported products and license management
- Being ready for regular reevaluations of skills and knowledge on the supported products and achieving defined scores;
- Operating in an environment with frequent changes, as well as demanding situations
- The obligation to report and register on time, complete and correct data required on applications and tools / applications specific internal systems
- Performs other duties as assigned.
What You’ll Bring
- Advanced level of English
- Experience with order processing, accounting, customer support or services
- Verbal and written communication skills
- Proficiency in MSOffice based automation tools (Excel, Outlook, etc)
- Attention to detail and ability to multi-task
- Knowledge of Veeam products (e.g. Veeam® Backup & Replication™)
- Knowledge of Salesforce.com
- Knowledge of Jira, Confluence
- Familiarity and understanding of Vmware vSphere, Microsoft Hyper-V
- Knowledge of virtualization industry and the ability to relay information to potential customers
What You’ll Get
- 21 annual vacation days, additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private health, dental, and vision insurance for employees and dependents, including outpatient care, hospitalization, pregnancy monitoring, and psychology support
- Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform
- Life insurance (2× annual gross salary), critical illness, and disability coverage, plus vision reimbursement
- Free access to Bookster library platform for borrowing your favorite books for free
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning
Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.
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