Customer Service Advocate
Location
Bangalore | India
Job description
Job Description :
Humble, Hungry, Honest with a Heart.
Customer Service Advocate - Product/Process Support Exp: 1+ yrs |
Location : Bangalore |
Designation: Customer Service Advocate
Brief Description: We are Nutanix, We make hybrid multi-cloud infinitely simple and cost effective.
Nutanix unites public cloud simplicity and agility with private cloud performance and security. Whether
on-premises or hybrid, you'll ensure cost-effective business continuity through unified management,
one-click operations, and AI-driven automation . We are a top-notch team with varied experience and
exposure and with the ability to handle all problems that come our way. Working closely with Sales,
Software Engineers and our Systems Reliability Engineers, the CSA team acts as our customer's
champions for non-technical issues and assists our Support team in providing the best customer
support experience.
The Role: Nutanix is seeking well-rounded customer advocates to help support our systems in the field
and provide an enriched and successful product experience. You will need to be the champion for
Nutanix customers, handling all issues our customers encounter with Product licensing and Portal
related issues, implementation of subscriptions and billing solutions along with assisting our Systems
Reliability Engineers in delivering world-class customer service.
Your Role: - Give timely and quality support to our worldwide customers
- Troubleshoot all process and systems related support requests (Licensing & subscription requests, Support Portal issues etc.)
- Define and drive changes to our systems and processes for continual improvement based on the feedback received from our stakeholders.
- Develop and contribute to internal and external knowledge bases
- Develop process documentation and UAT new feature setup and Issue management
- Serve as liaison between Systems Reliability Engineers, Sales, Accounts, Management and customer to improve customer service and business productivity.
- Able to collaborate for results with various stakeholders to get a fruitful and timely solution to customer problem.
- Be a champion for our customers. Go above and beyond to support their business and use of the Nutanix product to ensure that we have highly-satisfied customers.
Required Skills and Experience:
- 2+ years of experience in customer facing role.
- Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills
- The passion & ability to adapt to a fast-paced environment, learning new things, while never being satisfied with the status quo.
- Experience with delivering subscription and usage-based billing solutions.
- Be self-driven with a willingness to work in a fast growing company with huge potential.
- Experience in developing and implementing process improvement
- Experience in collaborating for results.
- Prior experience with CRM tools. Salesforce preferred.
- Highly organised with a personal method to manage multiple competing priorities without f alling behind
- Bachelor's degree with STEM orientation from an accredited university or college with 1- 3yrs prior experience.
- Prior experience supporting a Support organisation a plus.
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