Customer Support Generalist (English & German Speaker)

Employer: Veeam Software
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 05.10.2022
    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.



    What we expect from you:

    • Fluent English (reading/writing/speaking);
    • Good 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 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

    • Benefit from excellent rewards & competitive compensation;
    • Welcome bonus in the amount of 2 monthly gross salaries;
    • Premium private health insurance modules for you and your children;
    • Personal time off plan to reward your loyalty, and additional 24 working hours for volunteering activities;
    • Meal vouchers;
    • Create your own benefits package including access to more than 5000 choices;
    • Grow your career with ongoing training programs, online learning platforms, Bookster, and many other programs helping you to develop your knowledge and skills set;
    • Feel Veeamazing with our wellness program, company-sponsored activities & organized team sports;
    • International environment with culturally diverse atmosphere and exposure to large projects.

    In addition, when we'll be back at the office, please include this one too:

    • Enjoy modern facilities & free refreshments like snacks, fruit, and delicious coffee.


    Job Description

    What you will do:

    • 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.