Veeam is a leading provider of backup and recovery software for virtual, physical and cloud environments.Different Veeam departments take care of every phase of the solution life cycle: development and testing, implementation through an extensive partner network, and technical support in multiple languages.

Responsibilities

• Pursue good relationships with other departments to ensure effective communication and timely resolution of issues;
• Oversees queue of General Inquiry 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 and Licensing 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;
• Perform other duties as assigned.

Qualifications

• Fluent English (reading/writing/speaking);
• Good German (reading/writing/speaking);
• Excellent verbal and written communication skills;
• Warm customer service manner;
• Ability to mitigate customer concerns via phone and email;
• Dedicated collaborator;
• Attention to detail and ability to multitask;
• Experience with data entry and ticketing systems;
• Proficiency in MS Office suites;
• Experience with Salesforce, JIRA, Confluence a plus;
• Bachelor’s Degree or relevant customer service experience required (A combination of education and experience will be considered.);
• Previous experience in Customer Service or related field preferred;
• Experience with Salesforce is a plus.

We offer

• Benefit from excellent rewards & competitive compensation;
• Welcome bonus in the amount of 2 monthly gross salaries;
• Premium private health insurance modules for you and your children;
• Personal time off plan to reward your loyalty, and additional 24 working hours for volunteering activities;
• Meal vouchers;
• Create your own benefits package including access to more than 5000 choices;
• Grow your career with ongoing training programs, online learning platforms, Bookster, and many other programs helping you to develop your knowledge and skills set;
• Feel Veeamazing with our wellness program, company-sponsored activities & organized team sports;
• International environment with a culturally diverse atmosphere and exposure to large projects.
• Enjoy modern facilities & free refreshments like snacks, fruit, and delicious coffee.