Customer Support Generalist

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

The Customer Support Generalists are responsible for timely triage of General Inquiry cases and Licensing cases which involves setting customer expectations, checking for understanding with customers, referral of the request to the correct department, and follow-up to ensure customer satisfaction. This task is handled by data entry and auditing information received internally or externally and is completed through our Customer Relationship Management (CRM) software, Salesforce and ServiceNow.

What You’ll Do

Customer Service

• Operating in an environment with frequent changes, as well as demanding situations
• Handling support requests (tickets or incoming calls) according to the Veeam Service Level Agreement (SLA) and Veeam Support Case Handling
• Ensuring proper and consistent communication of issue status to customers, providing necessary instructions and guidelines
• Fortifying and maintaining strong customer rapport focused on 100% customer satisfaction and excellent, timely communication
• Documenting all customer interactions (emails, calls, remote sessions, etc.) accurately and within SLA and Veeam Support Case Handling in a designated CRM tool
• Meeting Key Performance Indicators (KPIs) such as Customer Satisfaction Rates and Quality Outcomes (Such as Maintaining professional Communication Standards)
• Participating in team meetings and taking responsibility for customer support improvement initiatives and other assigned action items
• Any other service tasks and responsibilities assigned by the department manager

Knowledge Work

• Active usage of available Knowledge Base Articles to assist in resolving customer issues
• Creation of new Knowledge articles for previously undocumented issues encountered during case resolution
• Improving existing Knowledge articles ensuring articles are accurate, clear, and up to date
• Identifying when Knowledge articles require review or archiving those that are outdated, redundant, or no longer relevant
• Meeting Key Performance Indicators (KPIs) such as Adhering to KCS Content Standards for Article usage, creation, and upkeep
• Promoting a culture of knowledge sharing and collaboration across the team
• Being up to date with any changes on SLA, Veeam Support Case Handling, or updates to the internal or public knowledge bases

What You’ll Bring

• Analytical Excellence
• Customer Care & Professional Communication
• Collaboration & Knowledge Sharing
• Accountability, Integrity & Adaptability
• Experience with data entry and ticketing systems.
• Proficiency in MS Office suites.
• Experience with ServiceNow, Salesforce, JIRA, Confluence a plus.

What You’ll Get

• 18 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Private medical coverage for you and up to four dependents
• Life, accident, and disability insurance with enhanced coverage
• Annual flexible wellbeing allowance for physical and mental wellness
• Free confidential counselling and coaching via Employee Assistance Program (EAP), including legal and financial advice
• Meal, fuel, and transportation benefits based on work arrangement
• Daycare reimbursement and safe cab facility for eligible employees
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

#LI-SK1

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.