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Customer Advocate (Escalation Manager)

2.00 to 7.00 Years   Pune   22 Dec, 2021
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaLegal Support Services
EmploymentTypeFull-time

Job Description

About VERITASVeritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.Veritas supports 500 data sources, 150 storage targets, 50 clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.Veritas Customer Success is responsible for ensuring that Veritas customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.About VERITASVeritas vision is to enable organizations to thrive in this new world of digital business. Did you know that the International Data Corporation (IDC) predicts that data will double every 2 years, reaching 44 zettabytes by 2020 Thats more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Veritas helps organizations harness the power of their data & turn it into actionable insights.We believe information is everything! Data is an organizations digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time - allowing organizations to truly maximize the value of their data.Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers.The Customer Advocate responds to requests from customers and internal stakeholders to provide management and oversight to escalated customer situations. A Customer Advocate involvement ensures attainment of service level agreements, or to provide direction and guidance to engagements that may require deviation from standard processes.What you will be doing:Qualify, prioritize & document all escalations.Partner with customers & internal stakeholders to establish appropriate expectations of results and timing.Collaborates with Support Delivery & other cross-functional teams to define and deliver solutions to meet agreed upon customer expectations.Ensure continued case progression and customer satisfaction thought provisional case oversight & management.Assist in writing & telling customer stories.Assist in providing feedback to internal teams for improvement.What skills, experience and education you need as a team member to succeed:Bachelor s degree, applicable certification or equivalent work experience required. Basic knowledge and understanding of MS Office, computers, internet and backup solutions preferred. Minimum of 2 years experience in Customer Support, preferably escalations or dealing with escalated situations in a technology environment. Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested Then apply and find out more about #TeamVTAS!,

Keyskills :
upsaccountsfortune 100service leveldata servicesdata managementms officeautomationcustomer supportslaenterprise dataverbal communicationproduct portfoliocommunication skillsfortune 500driving

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