Job ID: VMWJP00003247
Job Title: Customer Service Rep IV
Job Duration : 4 Months
Client: VMware Inc
Location: Broomfield, CO United States
Job Description:
Description This is not a technical position.
This position is responsible for:
- monitoring and triaging phone queues
- working with call center managers to ensure resources are available to answer phones
- Provides front-end non-technical support for Client's Internal and External Customers. Follows call handling procedures to ensure excellence in customer service.
- Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
- Create, research and update service requests. Route service requests to appropriate product support teams.
- Interface with Global support teams and Field personnel. Implement escalation procedures as required. Execute Business Continuity procedures if needed, according to established protocols.
- Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e.
- problems with the network, operating system, telephony, etc. Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.
- Performs Tiered Services enforcement based upon customer's contract level and routes these customers appropriately Performs other duties as required.
Thank You & Regads……
Soujanya. Kothuri
Sr. Technical Recruiter
NICE TO HAVE:
