Responsibilities:

• Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to Veritas products or services as needed

• Responsible for engaging the appropriate individuals or teams to provide guidance/resolution

• Quickly respond to customer calls, web cases, emails and chats – deliver a high level of service and provide prompt resolution to ensure customer satisfaction

• Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem

• Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Veritas business units as needed

• Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents

• Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty

• Facilitate a positive and productive team environment

• leverage collaboration as a tool to solve business and customer problems
  

  Qualifications:
  

• Minimum of 2 years Customer Service experience (or equivalent experience)

• Additional responsibilities include a direct contribution to knowledge management.

• Requirements:

• Minimum of 2 years Customer Service experience (or equivalent experience)

• Experience in or strong interest in the Software and Technology industry preferred

• Experience in customer relationship management tools such as Oracle is preferred

• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities

• Excellent business communication skills (spoken and written)

• Advanced problem solving/troubleshooting skills

• Proficiency in Microsoft Office Suite

• fluent in English and Mandarin (both written and spoken) is required

• Fluent Japanese will be an advantage.

上班地址：清华科技园