Account Services Representative

Job Description

Account Services RepresentativeReporting to: Team Supervisor / ManagerWorkspace One - Global Support Serviceswww.vmware.com / www.air- watch.comCompany OverviewVirtualization is the technology that is poised to change the way we think about computing. VMware (NYSE: VMW) is the global leader in virtualization solutions from the desktop to the Data Center. Customers of all sizes rely on VMware to reduce capital and operating expenses, ensure business continuity, strengthen security and go green.Position SummaryThe Account Service Representative directly supports the entire suite of VMware / Workspace One products for global customers and works closely with the Account Service Management and Technical Support teams to ensure that VMware provides exemplary support. Each Account Service Representative will ensure each customer contact will be a friendly, professional and supportive experience to accurately address the needs of the customer. The Account Service Representative also provides exemplary account support directly as well as collaborating with Internal VMware / Workspace One departments globally.Essential FunctionsProvide customer assistance and support primarily via phone, email and Chat for technical and customer account queries/issues to our expected KPIs. Focus efforts to meet or exceed defined performance criteria.Assist customers in sourcing self- service options on VMware and Workspace One support portalCommunicate 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 RD, 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.CompetenciesCustomer FocusEffective communicationChange, Adaptability and FlexibilityTeam and Collaborative WorkingUsing Initiative- Achieving GoalsExperienceUniversity graduate / Diploma in Computer Science, Electronics, Math, with minimum of 18 months of MNC experiencePassion for learning new technologyWillingness to work in a 24/7 shift environment, which may include working on weekends or statuary holidaysFamiliarity with the installation and configuration of Windows Operating SystemsBasic understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)Basic Windows Active Directory and Networking ConceptsProficiency with Windows applications such as MS- Word, MS- Excel.Excellent attention to detailDependable 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 problemsGood interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situationsCategory : Client SupportSubcategory: Customer support.,

Keyskills :
windows active directoryknowledge base time managementcustomer service active directorycomputer science team supervisionaccount