Sr. Customer Care Specialist

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization 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. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

Customer Care Specialist

About VERITAS

Veritas 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 VERITAS 

Veritas' 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 zetabytes by 2020? That's 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 organization's 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. 

What you will be doing: 

• Serve as the first point of contact for Customers and Partners for general queries relating to licensing, entitlement, portal access, and technical support. 
• 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 
• Adhere to defined case handling processes and use appropriate reference materials and internal knowledge documents efficiently.  
• 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 
• Build and maintain customer relationships in support of Customer Onboarding and Customer retention 

• Facilitate a positive and productive team environment 
    

What skills, experience and education you need as a team member to succeed:  

• Minimum of 3 years Customer Service experience (or equivalent experience) 
• Education - Graduation in any discipline is a must 
• Excellent English business communication skills (Read, Write and Speak) 

• Experience in working in 24x7 environment is a must 
• Experience in Software and Technology industry is preferred 
• Experience in customer relationship management tools is preferred 
• Experience in Enterprise Resource Planning tools such as Oracle is preferred 
• Ability to quickly respond, efficiently manage time and multitasking 

• Ability to explain complex ideas in simple terms 
• Problem solving skills and meticulously work across cross function teams to resolve customer issues 
• Proficiency in Microsoft Office Suite 

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVTAS!

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!