As a Service Desk Analyst at VMware Carbon Black, you will provide the first level of contact to our customers, for queries via phone, email and the web portal of the CRM solution.A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. You will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Tier 2 support team. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day.

What you'll do:

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
• Provide Tier1, first point of contact and basic troubleshooting for customer issues
• Clearly identify, document, and find solutions for customer issues and product problems
• Escalate critical customer situations to the appropriate level of management and Tier2 support
• Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge base
• Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base

What you'll bring:

• 1+ years experience in a customer service, supporting software technology
• Adaptable, professional, courteous, motivated and works well on your own and as a member of a team
• Excellent Customer Service skills and a demonstrated success exceeding customer expectations
• Strong communication (verbal and written) and customer handling skills
• Strong attention to detail and focus on producing quality work products and results
• Basic familiarity with software distribution, patch management, and anti-virus technologies
• Familiarity with analysis and debugging skill

Bonus:

• Exposure to MS SQL Server technologies
• Programming experience
• OSX or Linux experience with supporting technologies/products

FOR COLORADO BASED CANDIDATES:

The hiring range for this position is typically : $50,000.00- $67,000.00. Actual offer will be based on the individual candidate. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found athttps://benefits.vmware.com/. *Note: Disclosure of Coloradopayand benefits required per sb19-968.

Category : Client Support
Subcategory: Product Support
Experience: Entry Level
Full Time/ Part Time: Full Time
Posted Date: 2021-10-24

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