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 Korean will be an advantage.