Customer Support Representative
Heredia, CRI
hace 14 horas

Job Description

Customer Support Representative (Tanzu Support)

Why will you enjoy this new opportunity?

As a part of the CSR Team, you will be focused on improving customer experience. You will be part of an ever-expanding and experienced team in Tanzu Support.

If you are customer focused, open to challenges and continues learning and development, this is the place to be! If you are able to adjust quickly to solve different tasks and manage competing demands, this role is for you!

Success in the Role : What are the performance outcomes over the first 6-12 months you will work toward completing?

  • Within the first 30 days of employment, you will have an understanding of Tanzu Support’s processes and procedures. You will also get familiar with the Tanzu product portfolio.
  • Within 60 days of employment, you will be able to take assignment of daily workload with little or no supervision.
  • Within 180 days you will be able to work autonomously delivering consistent experience with high quality and effectiveness.
  • You will also be able to contribute towards process improvements.

    The Work : What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

    As part of the CSR team in Tanzu Support, you will :

  • Provide exceptional customer support to our enterprise Customers
  • Respond to inbound telephone calls, cases, and emails from Customers
  • Resolve process related queries for customers and direct customers to self-help when appropriate
  • Ensure our Support cases meet their service level objective through Workflow Management
  • Collaborate with internal colleagues and management to resolve issues
  • Present to customers during live onboarding calls to educate them on how to get the best of Support
  • Participate in training as required.
  • Collaborate with team members in any project work or team initiatives that are required
  • What is the leadership like for this role? What is the structure and culture of the team like?

    The hiring manager for this role is Iwona Nawrocka, Global Lead for Tanzu Customer Support, based in Cork, Ireland. Iwona has been with VMware for almost 11 years now and has experience in leading diverse support and program teams.

    Iwona is passionate about people and team development and culture, using coaching approach and encouraging open communication.

    The CSR team is a global team with team members based in China, US, Costa Rica, Egypt, France, and Ireland. The team supports local hours with weekend rotation.

    As majority of the Customers speaks English, fluency in English is required.

    The team culture is focused on trust, supporting each other, and constantly improving customer support experience.

    Where is this role located?

    Flexible : The role is considered flexible and will be a mix of working from a local VMware office and remote depending on your preferences and the arrangements determined with your future manager.

    You will be expected to live within a reasonable non-daily commute of the office.

    What are the benefits and perks of working at VMware?

    You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting

  • Employee Stock Purchase Plan
  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
  • Generous Time Off Programs
  • 40 hours of paid time to volunteer in your community
  • Rethink's Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities
  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
  • Wellness reimbursement and online fitness and wellbeing classes
  • Category : Client Support

    Subcategory : Customer Support

    Experience : Entry Level

    Full Time / Part Time : Full Time

    Posted Date : 2021-12-01

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