Customer Support Generalist, German Speaker

This is a fully remote position, open to applicants in Romania.

📋 Description

• Manage customer inquiries submitted through the Customer Portal in accordance with the company's values and objectives.

• Accountable for the prompt triage of General Inquiry and Licensing cases, which includes setting customer expectations, verifying understanding with customers, directing requests to the appropriate department, and following up to ensure customer satisfaction.

• Supervise the queue of General Inquiry and Licensing cases within Salesforce.

• Assess customer needs via email or phone communications.

• Possess knowledge of the correct referral workflow.

• Ensure that requests sent to other teams are addressed promptly, escalating issues when necessary.

• Audit and update CRM records related to customers and accounts as needed.

• Inform the manager about Sales Team records that require auditing.

• Coordinate with the Technical team when necessary for referrals.

• Collaborate with Sales and Renewals to ensure timely processing of Refer to Sales requests.

• Maintain a working knowledge of internal policies and procedures, departmental functions, personal data handling regulations, basic accounting processes, and payroll/HR software.

• Commit to achieving professional goals and targets based on individual, departmental, and company performance indicators.

• Responsible for timely reporting and registration, ensuring complete and accurate data entry in applications and specific internal systems.

• Perform any additional service tasks and responsibilities assigned by the department manager.

⛳️ Requirements

• Prior experience in Business-to-business (B2B) technical support for high-tech products/services is preferable.

• Understanding of the virtualization industry and the ability to convey information to potential customers.

• Proficiency in MS Office automation tools (Excel, Outlook, etc.).

• Familiarity with Vmware vSphere and Microsoft Hyper-V.

• Experience with Windows OS 2008(r2) & 2012(r2), PowerShell CLI, and CMD CLI.

• Knowledge of Linux operating systems.

• Practical understanding of TCP/IP protocols.

• Familiarity with databases such as SQL and Oracle.

• Understanding of Microsoft Exchange Server.

• Knowledge of Veeam products, including Veeam® Backup & Replication™.

• Proficient in Salesforce.com.

• Familiarity with Jira and Confluence.

🏝️ Benefits

• 21 days of annual vacation, with additional days based on tenure, plus 4 extra global VeeaMe Days for personal care and 24 paid volunteer hours annually through Veeam Cares.

• Comprehensive health, dental, and vision insurance for employees and their dependents, covering outpatient care, hospitalization, pregnancy monitoring, and psychological support.

• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform.

• Life insurance equivalent to 2× annual gross salary, critical illness, and disability coverage, along with vision reimbursement.

• Free access to the Bookster library platform for borrowing your favorite books at no cost.

• Opportunities for professional development through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events such as our annual Global Day of Learning.