Job Title:
VMware Carbon Black Frontline Technical Support Engineer
Job Description
As a Frontline Technical Support Engineer - L1 at VMware Carbon Black, you will provide the first level of contact to our customers, for queries via phone, email and the web portal of the CRM solution. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. You will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Backline support team. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day.
What you’ll do:
- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
- Provide Tier1, first point of contact and basic troubleshooting for customer issues
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and Backline support
- Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge base
- Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base
What you’ll bring:
- 1+ years experience in a customer service, supporting software technology
- Adaptable, professional, courteous, motivated and works well on your own and as a member of a team
- Excellent Customer Service skills and a demonstrated success exceeding customer expectations
- Strong communication (verbal and written) and customer handling skills
- Strong attention to detail and focus on producing quality work products and results
- Basic familiarity with software distribution, patch management, and anti-virus technologies
- Familiarity with troubleshooting, analysis and debugging skill
Bonus:
- Exposure to MS SQL Server technologies
- Programming experience
- OSX or Linux experience with supporting technologies/products
Location:
CRI Work-at-Home
Language Requirements:
Time Type:
Full time
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