Pivotal Software is hiring a

Customer Support Representative / Technician

Dallas, United States

Pivotal Global Support Services (GSS) is a dynamic and agile organization within Pivotal, a cutting-edge and pre-IPO company started by industry leaders EMC, VMware and General Electric. GSS provides commercial support to our Data and PaaS product offerings for IT and developer communities in Fortune 1000 companies.  

We are looking for candidates with a passion for delivering first class customer service and innovation to join our team as a Customer Service Representative.  The successful candidate will have an opportunity to join us at the most exciting time in the company’s history and have a unique opportunity to grow and learn as a service delivery individual. 

 

This role has the following responsibilities. 

 

  • Provide first level customer support to our enterprise customers through exceptional service and continually search for ways to improve processes.
  • Respond to inbound telephone calls, tickets and emails from customers.
  • Resolve process related queries for customers and direct customers to self-help when appropriate via Pivotal’s knowledge base. 
  • Create and update customer tickets using Pivotal’s CRM tool.
  • Troubleshoot customer issues using appropriate reference materials and knowledge documents.
  • Create and maintaining appropriate Knowledge Base Articles for both internal and external use.
  • Validate entitlement and direct customer tickets to the appropriate technical team as necessary.  
  • Work effectively with colleagues as a team by being professional, collaborative, courteous and tactful.
  • Contribute to a positive and productive team-oriented environment. Encourage collaboration among peers in a global setting; solicit opinions from co-workers and support group decisions.
  • Proactively build effective working relationships with other people and departments.

 

Requirements:

 

  • Previous experience in a similar role is highly desired.
  • Positive, customer-centered attitude, solid work ethic, timeliness, and a strong desire to succeed.
  • Familiarity or previous experience working with CRM tools such as ZenDesk, Service Center, SalesForce, etc.
  • Ability to effectively communicate, both verbally and in writing, whilst following specified process to handle escalated situations where good judgment is required.
  • Demonstrate an ability to absorb new skills quickly is critical to the success of this individual and team.
  • Strong desire to be innovative and contribute to process creation and improvement in this young and evolving team. 

If you are interested please apply now.