Veeam Software posted a job you might be interested in April 30, 2015 at 09:02AM

Veeam Software

Bilingual, Tier 1 Tech Support Engineer Level 1 (Brazilian Portuguese)
Columbus, Ohio Area, US - Computer Software, Information Technology and Services


Veeam Software, a VMware Technology Alliance Premier partner, helps organizations safeguard their investment in virtual infrastructure by providing innovative systems management software designed to reduce costs, increase productivity and mitigate risk. Veeam is an international company with U.S. headquarters in Columbus, Ohio and European headquarters in Baar, Switzerland. www.veeam.com

The Bilingual, Tier 1 Technical Support is expected to bring a high level of technical knowledge of both 3rd party and Veeam products. Can communicate effectively, collaborate with other supervisors to improve team knowledge and build rapport to maintain a high level of customer satisfaction. Position will operate as a supervisor for the selected tier one engineer team. This position requires bilingual. Brazilian Portuguese verbal and written communication at a high level of proficiency.

Bachelor’s Degree preferred in Computer Information Systems, Computer Science, Business Administration or equivalent. A viable combination of education and experience will be considered.

This position will be based in Columbus, OH, USA.

Responsibilities

• Monitor phone queues and ticket queues for SLA compliance, including update and work of manager escalation cases in a timely manner.
• Coordinate and manage service and sales escalations with other engineers, management and Veeam associates, in addition to managing day-to-day customer escalations.
• Track and oversee team schedules and time clock adjustments for ADP.
• Routinely monitor statistical results of individual engineer and team performance for overall improvement.
• Perform quality assurance screenings of recorded phone calls and engineer case work.
• Actively promotes synergy within team via 1-on-1 coaching and team meetings.
• Review customer satisfaction surveys for engineer or team improvement.
• Approachable for engineer questions, and being available on the floor for questions. Equip engineers by providing knowledge in internal team chats to support all.
• Liaison between customer, tier 1, and other departments to manage customer requests.
• Participate in employee performance evaluations and disciplinary discussions for team.
• Contribute to SalesForce enhancements and projects team requirements.
• Assist Sr. Manager with prospective candidate phone screenings and/or interviews.
• Provide in depth/expert technical support and troubleshooting for customer escalations via telephone, email, and web conferencing.
• Point of contact and on-call responsibilities for high priority, including after work hour issues.
• Routinely train and mentor new/experienced engineers.
• Contribute to documentation to build and improve Veeam’s knowledge base, including encouragement of new KB ideas.
• Operate in an environment with frequent changes, as well as demanding situations.
• Maintain strong customer rapport and excellent, timely communication.

Must be authorized to work in the U.S. for any compay.

REPORTING RELATIONSHIP AND ACCOUNTABILITY
This position reports to the Manager, Tier 1 Customer Technical Support.

Qualifications

•This position requires bilingual. Brazilian Portuguese verbal and written communication at a high level of proficiency.

• One to two (1-2) years of experience leading a technical support team.

• Two (2) years working knowledge of Windows desktop troubleshooting experience (past and current Windows OS).
• Two (2) years of server administration experience in a Windows environment desired.
• Three to five (3-5) years of client or customer support (Level II or Level III) with demonstrated problem resolution skills.
• One (1) or more years VMware or Microsoft virtualization technology experience.
• Strong networking background desired.
• Excellent communications skills (verbal and written) for customers and team, to ensure process and procedures are followed.
• Able to work independently and make departmental decisions in the absence of the Sr. Manager, Tier 1 Customer Technical Support.

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No salary provided

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