Job type full-time
Full job description
Everything’s in place for you to win at veeam – the global leader in modern data managementWe provide trusted back-up solutions that deliver cloud data management and protection, keeping the world moving for over 400,000 customers including the vast majority of fortune 500 companiesWe’re extremely successful: a billion-dollar company and leader in the gartner magic quadrant that’s won over 200 top industry awardsBut we’re always looking forwardEveryone here plays a part in finding new opportunities and winning new deals, and you’ll be backed by a best-in-service product and an unrivalled reputation for delivering customer satisfaction.
Ultimately though, we grow together, so we’ll support you fully to be successful in your roleWe’ll invest in you through our on-demand learning systemsMentoring, training and coaching will help you to find your feet, take big challenges in your stride and perform at your bestThere are acceleration programmes that could propel you further forward than you imaginedAnd whether it’s learning additional skills, gaining a new experience or taking the next step in your career, there will be lots of scope for development.
All this in a place where people talk from the heartWe have a culture of focus and excellenceWe encourage innovation and iterationAnd since our achievements are tangible, we can keep it real and be genuine with each otherWe’re inclusive, diverse, open and honest people who collaborate, support each other and have fun togetherAnd we’re nimble enough for people to speak upWe play to win; we’re competitive, hungry and driven, but we remain humbleIf that’s you, get ready to do veeamazing things.
We are looking for a customer care manager who will assist with ensuring account activity are in line with veeam support policiesThe customer care manager role will intervene on a case-by-case basis at the discretion of the customer care team to assist with customers and to help adapt to a workflow that allows for a collaborative effort between the customer and veeam support.
This position could be located in our tempe az office or remote
Monitor for and review long lasting cases and establish the reason for unexpected length, reporting to responsible support team leads/managers as required to help establish a path to resolution
Assist with customers who are introducing unexpected delays into the case processing on a case-by-case basis, and helping to negotiate a collaborative workflow between veeam support and the clients
Assist with customer facing discussions on support policy on a case-by-case basis to help explain the process used by veeam support
Answer customer questions/concerns about support cases, and help reinforce technical investigations being performed with customers
2-3 years’ experience in a customer service role
Strong customer service, customer focus skills
Highly developed negotiation and communication skills
Ability to work on multiple projects simultaneously
Experience working in technical environments and with highly technical persons
Technical background is desirable (the role is not a technical position, but requires collaboration and discussion over technical matters)
Spanish fluency preferred, but not a requirement (english is primary communication requirement)
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 lawAll your information will be kept confidential.