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Careers in Client Support
Customer Support Representative with FrenchJob ID R1905309 Date posted 04/12/2019
VMware currently have an opportunity for a Customer Support Representative with French to join your Cork operations.
- Communicate effectively in a clear and concise manner
- Assist customers in sourcing self-service options on VMware’s support website
- Enter & maintain accurate issue description and detailed updates within our CRM system
- Proactively update and respond timely to customer inquiries, primarily via email and telephone to our expected KPI’s. Focus efforts to meet or exceed defined performance criteria.
- Create knowledge base content for internal and external use.
- Work directly with our Technical Support Engineers, Quality Analysts and Sales staff to resolve customer issues.
- Work directly with staff in Customer Support Account Specialist teams and other Internal Business support teams to resolve problems
- Review reports, logs to ensure any issues are logged, tracked and resolved in a timely manner
- Work with other departments (e.g. Sales Support, IT) as required to ensure continued maintenance of accurate customer and contact information
- Resolve any customer account issues through diligent research, reproduction, and troubleshooting where required.
- Customer Focus
- Effective communication
- Change, Adaptability and Flexibility
- Team and Collaborative Working
- Continuous Development (Self & Others)
- Excellent verbal and written English.
- Excellent verbal and written French.
- Proficiency with Windows applications such as MS-Word, MS-Excel
- Knowledge of Salesforce, database concepts and terminology, Internet Software desirable
- Basic understanding of VMware products is desirable
- Dependable time management skills
- Attention to detail
- Quick learner
- Positive and constructive attitude, comfortable facing new challenges and application technologies
- Excellent interpersonal skills
- Work flexible schedules, which may include evenings, weekends or holidays
- Ability to demonstrate sincere compassion and empathy for customers' issues and problems
- Previous call center or customer service experience is desirable
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