Customer Support Generalist (German speaker)

About the Role

The Customer Support Generalist will handle customer requests submitted via the Customer Portal in alignment with the company's values and goals. They are responsible for timely triage of General Inquiry cases and Licensing cases which involves setting customer expectations, checking for understanding with customers, referral of the request to the correct department, and follow-up to ensure customer satisfaction. This task is handled by data entry and auditing information received internally or externally and is completed through our Customer Relationship Management (CRM) software, Salesforce.

What You’ll Do

• Pursue good relationships with other departments to ensure effective communication and timely resolution of issues.
• Oversees queue of General Inquiry and Licensing cases in Salesforce.
• Identify customer needs via email or phone.
• Knowledge of proper referral workflow.
• Ensure requests referred to other teams are handled in timely manner, escalating where necessary.
• Audit and Update CRM records pertaining to customers and accounts where needed.
• Update manager on Sales Team records that need audited.
• Communicate with Technical team where necessary for referrals.
• Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests.
• Has working knowledge of internal policies and procedures, departments, personal data handling regulations, basic accounting processes, and payroll/HR software.
• The obligation to fulfill professional goals and targets based on the performance indicators at the individual, department, company;
• The obligation to report and register on time, complete and correct data required on applications and tools / applications specific internal systems;
• Any other service tasks and responsibilities assigned by the department manager

What You’ll Bring

• Previous experience - Business-to-business (B2B) technical support experience of high-tech products/services is preferred
• Knowledge of virtualization industry and the ability to relay information to potential customers
• Proficiency in MSOffice based automation tools (Excel, Outlook, etc)
• Familiarity and understanding of Vmware vSphere, Microsoft Hyper-V
• Windows OS 2008(r2) & 2012(r2), PowerShell cli, cmd cli
• Familiarity with Linux
• Practical understanding of TCP/IP
• Familiarity with databases (SQL/Oracle)
• Familiarity with Microsoft Exchange Server
• Knowledge of Veeam products (e.g. Veeam® Backup & Replication™)
• Knowledge of Salesforce.com
• Knowledge of Jira, Confluence

Bonus Skills

• Self-education on customer service and technical related matters
• Ability to quickly learn, understand and explain technical information to users of different IT background
• Ability