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.

Responsibilities:

• 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.
• Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents.
• 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
• Develop and nurture strong customer relationships to support successful onboarding and ensure long-term retention.
• Facilitate a positive and productive team environment

Basic Qualifications:

• Must be available to work a shift from 8 AM to 7 PM EST.
• Trilingual proficiency in Spanish, Portuguese and English required.
• Minimum of 2 years Customer Service experience (or equivalent experience).
• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities.
• Excellent business communication skills (Read, Write and Speak).
• Advanced problem solving/troubleshooting skills.
• Ability to explain complex ideas in simple terms.
• Proficiency in Microsoft Office Suite.

Additional Qualifications:

• Experience in Customer Relationship Management tools is preferred.
• Experience in or strong interest in the Software and Technology industry preferred.
• Experience in Enterprise Resource Planning tools such as Oracle is preferred.
• Prior work experience with resolving technical queries would be a bonus.

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!