Customer Support Generalist (German & Russian Speaker)

Employer: Veeam Software
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.10.2021
    Short company description

    Veeam is the global leader in Cloud Data Management – a trusted provider of back-up solutions that protect cloud data and keep the world moving. Our best-in-class product, a net promoter score of 3.5x the industry average, and our big-name client base provide the perfect foundation for smart, driven but humble people to win and grow their careers. We’ve retained the agility of a start-up where everyone is heard and supported, but our evolution into a billion-dollar company continues to bring new opportunities to be Veeamazing – all in an open, inclusive and diverse culture where our success means people can keep it real.

    Requirements

    Qualifications

    THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING:

    • Fluent Russian (reading/writing/speaking);
    • Fluent German (reading/writing/speaking);
    • Good English (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 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 Salesforce a plus.


    Additional Information

    • Competitive compensation and benefits package;
    • Modern office with free fresh coffee, fruits and snacks;
    • Flexible benefits package which includes premium private health care and dental services for you and your dependents, transportation allowance and parking;
    • Wellness program including gym membership, massages in the office and company sponsored sports activities;
    • An exceptional mature working environment with cool breakout & play areas and team building activities;
    • Training and development opportunities to further progress your career;
    • International environment where you can learn from multiple cultures working in the same office.

    Responsibilities

    Job Description

    JOB SUMMARY:

    The Customer Portal Support Specialist 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 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.

    RESPONSIBILITIES:

    • Pursue good relationships with other departments to ensure effective communication and timely resolution of issues;
    • Oversees queue of General Inquiry 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 and Licensing 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.