Candidate will be responsible for assisting worldwide customers with administrative issues originating from phone calls, email and Web cases and processing Return Materials Authorization (RMA) requests. Will verify entitlement, and ensure that high priority cases are handled in accordance with contractual SLAs. Will be the point of contact and work cases for customers with licensing or Support account login issues. Will submit RMA requests to our global logistics partner in accordance with local government customs regulations, and communicate shipping and tracking information to the customer. Will liaise with Product Marketing, Operations, and Sales on behalf of customers and will oversee and properly route correspondence received by the Support Department. Will be responsible for writing internal and external administrative and RMA procedures documents. Must have a professional manner and strong verbal, written and customer service skills and a demonstrated ability to multitask in a fast paced technical environment.
|Headquarters:||2130 Gold Street|
Alviso, CA 95002