Customer Care Executive

Designation - Technical Support Executive

Responsibilities

• Provide superior technical support and service to the VMware customer base

• Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution

• Manage and develop the support teams, including hiring, professional development and proactive project work

• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management

• Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

• Lead and/or being involved in Global Strategic Initiatives

• Work with VMwares engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

• Evangelizing VMware s vision both internally and externally as appropriate.

  
  

Requirements

• 2+ years of relevant experience in the software industry with a minimum of 3 years in technical support management that includes people management

• Background in the development and management of support groups (include remote team), specialized technical support teams and running 24x7 support operations

• Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization

• Experience in both small and large companies is highly desirable

• Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable

• Good communications and interpersonal skills

• Track record of accomplishment and effectiveness within organizations

• Knowledge to working with the "Database" & Languages like - React, Node, Android is a plus

• Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

• Any degree or equivalent technical experience, MBA a significant plus

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.