·
Provide customer assistance and support primarily via phone,
email and Chat for technical and customer account queries/issues to our
expected KPI’s. Focus efforts to meet or exceed defined performance criteria
·
Assist customers in sourcing self-service options on VMware and
Workspace One support portal
·
Communicate effectively in a clear and concise manner
·
Enter & Maintain accurate issue description and detailed
updates within our CRM system
·
Reproducing issues in-house and responding back in a timely
manner with Continual follow ups with customers along with recommendations,
updates and action plans
·
Escalate issues in a timely manner according to Standard
Operating Procedures
·
Provide initial remote technical troubleshooting for all the
Workspace One SME’s and device platforms like iOS & Android
·
Leverage internal technical expertise, including peers, mentors,
knowledge base, community forums and other internal tools, to provide the most
effective solutions to customer issues
·
Create knowledge base content for internal and external use
·
Work directly with our Internal teams such as Technical Support,
Quality Analysts, Sales and IT teams to resolve customer issues/queries as
required ensuring continued maintenance of accurate customer and contact
information
·
Analyze, manage and track the Product enhancement requested
using JIRA portal and provide time updates and communication to stakeholders,
as and when the products are made available leveraging the tool and with
frequent engagement with R&D, Release readiness and Product Management
teams
·
Review reports, logs to ensure any issues are logged, tracked and
resolved in a timely manner
·
Resolve any customer account and Licensing issues through
diligent research, reproduction and troubleshooting when required
V 0.0.1