As an Applications Support Engineer and a member of the Global Services support team, you will have the ability to work independently or as part of a team with some of VMware’s most strategic customers and partners to drive their success.
You will provide support to our customers, using VMware products, isolating, diagnosing, reproducing and fixing technical issues.
To be successful in this role, you are a highly motivated individual as well as a self-learner, possess strong customer service and technical and analytical skills;
and be someone who welcomes challenges.
Respond to end user requests for technical support
Reproducing issues in-house and responding back in a timely manner.
Provide root cause analysis of customer issues
Develop workarounds to existing product lines when applicable
Raise issues according to Standard Operating Procedures.
Use internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Craft and promote the creation of solution contact to assist within the centre.
Participate in technical communications within the Technical Support Team to share processes and learn about new technologies.
Focus on an area of technical specialization and attend technical trainings.
Position requirements :
Fluent written and verbal communication skills in English. (Portuguese is a plus)
1-3 years’ experience in a business to business client support role
B.S. degree in an engineering or equivalent experience
Experience with supporting or managing Microsoft Exchange
Good social, communication and customer service skills are required in order to work successfully with customers in highly dynamic or ambiguous situations.
Ability to manage multiple issues while maintaining short response and resolution times
Knowledge of current mobile device trends.
Experience developing and installing software
Experience with Windows operating systems
Experience using MSSQL to tackle issues
Experience solving enterprise networking problems
Logical approach to problem solving.
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