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Careers in Client Support

Client Support

Customer Support Representative with French

Job ID R1905309 Date posted 04/12/2019

Job Description

VMware currently have an opportunity for a Customer Support Representative with French to join your Cork operations.

Main Responsibilities/Duties

  • 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.

Competencies

  • Customer Focus
  • Effective communication
  • Change, Adaptability and Flexibility
  • Team and Collaborative Working
  • Continuous Development (Self & Others)

Skills/Knowledge

  • 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

Education/Experience

  • Previous call center or customer service experience is desirable

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