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 supportProvide Tier1, first point of contact and basic troubleshooting for customer issuesClearly identify, document, and find solutions for customer issues and product problemsEscalate critical customer situations to the appropriate level of management and Backline supportParticipate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge baseParticipate 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 technologyAdaptable, professional, courteous, motivated and works well on your own and as a member of a teamExcellent Customer Service skills and a demonstrated success exceeding customer expectationsStrong communication (verbal and written) and customer handling skillsStrong attention to detail and focus on producing quality work products and resultsBasic familiarity with software distribution, patch management, and anti-virus technologiesFamiliarity with troubleshooting, analysis and debugging skill

Bonus:

Exposure to MS SQL Server technologiesProgramming experienceOSX or Linux experience with supporting technologies/products

Location:

CRI Work-at-Home

Language Requirements:

Time Type:

Full time

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