Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
The Qualys Cloud Platform and integrated suite of solutions help businesses simplify security operations and lower the cost of compliance by delivering critical security intelligence on demand and automating the full spectrum of auditing, compliance, and protection for IT systems and web applications. The Qualys service is used today by more than 6,700 customers in over 100 countries, including most of the Forbes Global 100, and performs over 1 billion IP scans/audits per year.
The Customer Service Team manages prompt resolution to global customer and partner service requests in a highly secured environment. The primary function of this position is to ensure that each customer interaction is a friendly and professional experience that addresses the customer's needs in all stages of the customer service lifecycle within Qualys. The Customer Service Representative (CSR) works closely with Technical Support, Finance, Sales, Alliances, and Operations to ensure high levels of customer satisfaction with all transactions. Customer relationship building and teamwork are key success criteria for this role.
Responsibilities:
· The CSR is responsible for processing customer service, administrative, and technical requests via phone and email to support Qualys customers and partners.
· Perform account administration, including account creation, updates, and ongoing maintenance that arise from customer usage of the Qualys product line.
· Processing and provisioning sales requests (New Business, Renewals, and Upsell).
· The CSR is also responsible for coordinating logistic support for the Qualys Scanner Appliance, a computer appliance that plays a critical role in delivering our primary service.
· Logistic management of the Scanner Appliances, processing, and tracking of global Appliance shipments for new prospects, customers, and partners, and processing of Appliance RMAs.
· Maintain and update Standard Operating Procedures (SOP) using the Customer Support Wiki
Qualifications:
· Full-time position requires a minimum of 2+ years relevant experience in a customer service role or similar customer-facing job function
· Must be willing to work day and night shifts to support global requests
. Preferred to have PO/Sales order processing understanding/experience
· Must have International and domestic shipping procedures experience
· General knowledge of CRM applications is preferred. NetSuite and Salesforce experience are a definite plus
· Must possess exceptional customer service skills and have a demonstrated track record of prior success with delivering industry-leading customer service
· Must have exceptional organizational skills, attention to detail, and time management skills
· Must have outstanding problem-solving, troubleshooting, and analytical skills. Experience in a SaaS environment is a plus
· Must be an excellent written and verbal communicator via telephone and email communication
· Requires proficiency with applications such as Google Apps, Microsoft Word, Microsoft Excel, Safari, Internet Explorer, Firefox
· Must possess general knowledge of computer networking concepts, products, and protocols
· Must be able to adapt and excel in a dynamic and fast-paced environment
· Must be a team player with high integrity and a strong work ethic
· College education in a technical or accounting field, foreign trade is preferred