ByJob Title: Case Manager
Location: Bangalore, India
Job ID: R-35706-2024
Job Description:
Are you passionate about diving into new VMware cloud technologies and expanding your technical expertise while tackling complex problems for key customers? Do you thrive in collaborative environments, working with enthusiastic, customer-focused teams supporting cutting-edge software products worldwide? Join us!
Workspace ONE, a leader in enterprise-grade Mobile Security, Device Management, Application Management, Email Management, and Content Management solutions, simplifies mobility for organizations across diverse industries. With Workspace ONE, IT departments can streamline device management, reduce deployment costs, and enhance efficiencies.
As a Support Specialist III, you’ll support Workspace ONE customers, collaborating with Global Support Services, Engineering, Sales, and Product Marketing teams to ensure superior service. Your success over the first 6-12 months includes mastering VMware Workspace ONE components, troubleshooting customer challenges, and contributing to team success.
Responsibilities:
- Resolve customer issues via chat, telephone, email, or Webex sessions.
- Conduct regular follow-ups with customers, providing recommendations, updates, and action plans.
- Escalate issues according to Standard Operating Procedures.
- Drive team behavior to enhance customer experience and meet company goals.
- Handle internal and external escalations within the team’s scope.
- Reproduce issues in-house and provide timely responses with recommendations and action plans.
- Provide initial remote technical troubleshooting on Workspace ONE and EUC products.
- Leverage internal technical expertise and resources to provide effective solutions.
- Create knowledge base content for internal and external use.
- Collaborate with internal teams to resolve customer issues and maintain accurate information.
Benefits:
VMware offers a competitive and comprehensive benefits package for you and your loved ones. Explore the VMware Benefits page for details.
VMware is proud to be an Equal Opportunity/Affirmative Action employer, fostering diversity and inclusion.
