What You Will Be Doing
- Dealing with Enterprise level customer support issues primarily over the telephone on a daily basis.
- Working as part of a global support team in coordination with support centers in other geographic locations operating 24x7 support.
- Documentation of case progress and communications to a high standard using a call tracking system.
- Providing customer feedback on their issues as they are progressed.
- Ensuring high customer satisfaction by providing a professional service and swift resolution to all customer issues
- Weekend work on a rotation basis, for which days in lieu/remuneration is offered, after a significant period of training and development (6 months).
- Recreating problems in house and providing evidence where bug fixes are required.
Personal Profile
- Willing to work as part of a professional support team to provide solutions to customer issues/problems.
- Able to maintain professionalism while under pressure.
- The candidate needs to be someone who values teamwork and can contribute to the entire group who is a self starter and self motivated.
- Someone who wishes to continue to develop their skill set in a proactive environment.
- Being a team player and understanding the customer’s needs ensures continued success of the support center and individuals who demonstrate these skills are very welcome.
What skills, experience and education you need as a team member to succeed:
- Fluency in English, both verbal and written communication skills is mandatory/required.
- A strong telephone presence, with regular communications to keep customers updated about their support cases.
- Excellent customer service skills and a team focus.
- Understanding of Operating Systems, eg UNIX/Linux.
- Strong troubleshooting experience of Operating Systems, eg UNIX/Linux.
- Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.).
- Fundamental knowledge of networking technologies TCP/IP, routers, switches etc.
- Fundamental knowledge of Server applications (Backup and Recovery & Hardware) is desirable.
- In addition, experience and knowledge in one or more of the following is highly desirable:
- Previous experience in System Administration/Windows/UNIX/Linux administration
- Strong troubleshooting, follow through, interpersonal, verbal and written skills.
- Strong experience in technical support environment is preferred.
- Success factors include: Strong Communication, customer focus, influence and persuasion, commitment to task, policies/processes/procedures and team work.
- Operating Systems, eg UNIX/Linux is preferable.( Hardware )
- Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.) is desirable
At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested? Then apply and find out more about #TeamVTAS!