Customer Care Representative (Spanish)

Where: St. Petersburg (Russia)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish

Overview

The Tier 1 technical support engineer (customer care representative) provides support and troubleshooting via telephone, email and web conferencing.

Responsibilities

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
  • Fortify client relationships focused on 100% customer satisfaction
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
  • Perform troubleshooting and analysis, including log file investigation

Qualifications

  • Fluent Spanish (reading/writing/speaking), good English
  • Familiarity with at least some of the following areas:

VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, UNIX and/or Linux knowledge, Practical understanding of TCP/IP (OS, firewalls configuration).

  • Ability to quickly learn, understand and explain technical information
  • Ability and desire to take ownership of client issues through resolution
  • Excellent time management skills
  • Ability to work in a fast-paced environment
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