Customer Support Generalist (German speaker)
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.
About the Role
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.
What You’ll Do
- 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.
- The obligation to fulfill professional goals and targets based on the performance indicators at the individual, department, company;
- The obligation to report and register on time, complete and correct data required on applications and tools / applications specific internal systems;
- Any other service tasks and responsibilities assigned by the department manager
What You’ll Bring
- Previous experience - Business-to-business (B2B) technical support experience of high-tech products/services is preferred
- Knowledge of virtualization industry and the ability to relay information to potential customers
- Proficiency in MSOffice based automation tools (Excel, Outlook, etc)
- Familiarity and understanding of Vmware vSphere, Microsoft Hyper-V
- Windows OS 2008(r2) & 2012(r2), PowerShell cli, cmd cli
- Familiarity with Linux
- Practical understanding of TCP/IP
- Familiarity with databases (SQL/Oracle)
- Familiarity with Microsoft Exchange Server
- Knowledge of Veeam products (e.g. Veeam® Backup & Replication™)
- Knowledge of Salesforce.com
- Knowledge of Jira, Confluence
Bonus Skills
- Self-education on customer service and technical related matters
- Ability to quickly learn, understand and explain technical information to users of different IT background
- Ability and desire to take ownership and responsibility of client issues through resolutions
- Keeping track of new product releases as well as IT updates
- Capacity for innovative thinking and problem-solving
- Good communication skills
- Capacity to self-improve
- Ability to meet deadlines
- Capacity to understand clients’ needs
- Negotiation and active-listening skills;
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 (2Ă— 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.
#LI-IN1
Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.
By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.
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