Support Specialist - Support Specialist Team - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers? Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the world's leading edge software products spanning every imaginable industry across the entire globe? Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a starting Support Specialist with the VMware non-technical SaaS team, you will complete an extensive and refined on-boarding/training designed to enhance your knowledge of key VMware Subscription components and help our customers troubleshoot, understand, and overcome challenges in their operation. When you join the team, the process begins with your success in mind. Your education and training will be parament from day 1. Your primary focus is completing the extensive VMware SaaS and Subscription onboarding. Once onboarding is achieved, you will collaborate with your peers to support global customers issues. You be given an opportunity to work with tenured Specialists to expand your troubleshooting, research and validation processes to resolve many complex issues. As your skill set grows, you will work on new/upcoming services onboarded and progress your skillset on more technologies and, working with senior Specialists, build documents and training contents to shape process development Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. As you expand your skill set your opportunities will expand at VMware. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? As a SaaS Support Specialist, you will be responsible for resolving non-technical/CSP customer’s issues. Key strengths for this role include being exceptional with time management, excellent communication skills, being highly motivated, keen to learn, strong customer service and problem-solving skills, someone who embraces challenges. To be successful in this role, you will: Learn new communication and technological skills, including, but not limited to Technical Expertise, as well as Time, Queue and Customer management. Learn VMware SaaS and Subscription fundamentals to resolve complex queries while providing world class support to our customers. Troubleshoot, research, and resolve issues, using process documentation and knowledge base, peer to peer collaboration and other tools you will learn in this role. Proactively update and respond timely to customer inquiries, primarily via email, chat and telephone to our expected critical metrics. Focus efforts to meet or exceed defined performance criteria Partner with multiple Stakeholders, back-end teams and SRE to resolve issues to make it easier for customers to use our technology. Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved. Work in an environment of trust, on-going development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled Specialists and supported by a leadership team involved in and committed to your success. VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growing and ready to exceed the customers' expectations for support delivery. What is the leadership like for this role? What is the structure and culture of the team like? The hiring manager for this role is Lalngaihsaki Pachuau Manager, Support Specialist Team. Lalngaihsaki has been a part of this team from its inception and has handled customer queries/escalations working with the global team. Her strengths are personalized people management skills, stakeholder management, attention to details, good problem solving skills. The Support Specialist Team (SST) directly supports the entire suite of VMware products, both perpetual and SaaS, while working closely with the Service Delivery Technical Teams, Product Operations and BUs, Sales, IT and other internal teams to address the needs of our customers and partners. Where is this role located? Flexible: The location of this role is flexible within India. However, a Bangalore resident will be preferred as work will be done from an office some days during a week and other days from a non-VMware building. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu at the top right corner. www.benefits.vmware.com Category : Client Support Subcategory: Customer Support Experience: Entry Level Full Time/ Part Time: Full Time Posted Date: 2022-06-23 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.