Customer Support Generalist (Fixed Term Contract)

Veeam(R), the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. 

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps 
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

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

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 German (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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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.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.  

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. 

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.