Customer Service Rep IV

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

• some scheduling

• other duties as needed

• 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.

• Alternate Job Title

• Customer Service Rep IV

Thank You & Regads……

Soujanya. Kothuri

Sr. Technical Recruiter

NICE TO HAVE: