Essential Functions:
Understand the environment-specific Findings and Recommendations provided by the proactive tool and create an action plan to communicate with the customer.
Liaise with Account Managers to provide the best customer experience and prevent unplanned downtime.
Gather customer feedback and feature requests for our Proactive tools and take it back to the product and engineering team to find a workable solution.
Reproducing issues in-house and responding on time
Regular follow-ups with customers with recommendations, updates and action plans.
Escalate issues promptly 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 new knowledgebase articles to capture new learning’s for reuse throughout the organization.
Participate in technical communications within the Team to share best practices and learn about new technologies
Focus on an area of technical specialization and attend technical training
Read and work with other Technical Support Engineers on cases that will help cultivate that expertise.
Requirements:
7+years of experience working in Enterprise Technical Support dealing with various global customers, maintaining and establishing the relationship with them
Be an excellent team player as part of a growing team
Capable of running status calls with the customers to keep them up to date with all the open issues, and ongoing projects
Experience in providing Windows/Unix/Linux/Storage/Networking technical support
Good practical working ability with Windows/Linux/UNIX utilities, including editors and command shells
Fluent written and verbal communication skills in English is a must
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Logical approach to problem solving & Strong Troubleshooting experience
Willingness to work in a 24×7 environment with flexibility to work across all shifts
Expertise in providing voice-based Technical Support is a key requirement
Knowledge and experience in configuring, implementing or troubleshooting VMware products in Compute or Cloud, Networking, Storage or EUC will be an advantage.
Preferred Qualifications:
Experience in Virtualization & Cloud computing will be preferred
CCNA / VCP / RHCE / MCSE / VCAP is an added advantage
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-06-08
VMware Company Overview: 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. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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