Customer Support First Responder Imperva Inc.
THIS JOB HAS EXPIRED Imperva, the leader in Data Security, is looking for a Customer Support First Responder to join the Global Customer and Product Support Team, located at corporate HQ in Redwood Shores, CA. This is a key Support role at Imperva, for our diverse and industry leading customers. As the First Responder, you will be part of the Global Support Team working alongside our exceptional team of professionals in Product Support, Engineering, QA and Sales Security Engineering (SE). Also working with Partners, you will be responsible for all incoming support calls from our customers in North America and rerouting them to the appropriate parties.
Here at Imperva, we are a company that provides unique career opportunities, coupled with visionary leadership, a strong sales and channels organization, world-class technology and rapidly growing customer base. We are looking for people who want to grow in their career, as Imperva develops and grows many of its leaders and management from within. If you share our dedication to building a company based on the tenets of achievement, trust, integrity, technical skill, innovation and quality -- and are serious about your career -- we want to meet you!
In this newly created position, the Customer Support First Responder is a highly visible position as it is the initial customer service contact. As part of the worldwide Client Services Team, the First Responder will coordinate all incoming support calls from customers, partners, and Imperva field teams as required, in order to meet customer needs and demands in using Imperva products. You will work with the Product Support Team and determine the nature of the call, make initial recommendations, and route calls to Support Engineers as needed. You will also follow-up with customers and Support Engineers to ensure that tickets are resolved and customers are satisfied.
Receive support calls by telephone and e-mail and through the support portal
Prioritize and route calls to Technical Support Engineers
Keep customers updated about status of requests
Monitor and update cases in ticketing system
Notify Support Managers of critical customer outages
Prioritize resources with customer needs
Determine the scope of calls
Maintain awareness of open support cases and re-assign cases as needed
Must be articulate and have excellent communication skills, verbal and written
Demonstrated ability to work cross functionally in team oriented environment
Minimum of 1+ years of technical experience with Enterprise Software
Excellent problem solving skills with strong sense of customer commitment
Experience with office tools, such as Microsoft Office, web browsers, etc.
Prior experience in phone-support or related field
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
||Dallas, TX |
THIS JOB HAS EXPIRED